Support Engineer

So, what’s the role all about?  

The Support Engineer role is to deliver technical support to end users about how to use and administer the NICE Service and Sales Performance Management, Contact Analytics and/or WFM software solutions efficiently and effectively in fulfilling business objectives. The Application Support Consultant/T2 is also responsible for the health and well-being of our customers’ hosted solutions. 

 

How will you make an impact?  

• Field incoming problems from end users to resolve application issues in accordance with end user contractual SLA’s. 

• Investigate and resolve customers’ issues through the use of product knowledge, excellent troubleshooting skills and involvement from Services and Engineering/R&D expert resources. 

• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. 

• Evaluate documented resolutions and analyses trends for ways to prevent repeated future problems. 

• Prioritize, schedule, and administer all Updates, Upgrades and Major software releases in accordance with the Company Release Policy and contractual terms governing release policy with the customer. 

• Perform hands-on fixes on applications, including installing and upgrading software, database exports, and configuring the systems and applications. 

• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved using standard testing methodologies. 

• Identify and learn appropriate software applications used and supported by the Company. 

• Administer support/system maintenance activities in accordance with instructions provided by the Customer Support Team Leader and Management. 

• Assist and/or provide guidance to junior members of the team. 

• May need to participate in the weekend/On Call support coverage. 

 

Have you got what it takes?

• 3+ years of Strong knowledge of Windows, Linux, Shell scripting, SQL, PL/SQL scripting for the analysis and resolution of customer issues. 

• Experience building and maintaining databases for query and problem tracking. 

• Demonstrable experience supporting industry standard database platforms within the IT industry, i.e. Oracle, SQL Server, DB2. 
• Experience supporting Web based applications. 

• Working knowledge of administrating UNIX, Linux, or Windows servers. 

• Working knowledge of Relational Database principles and methodologies. 

• Proven experience with troubleshooting principles. 

• Able to develop and interpret technical documentation for training and end user procedures. 

• In-depth, hands-on knowledge of and experience with enterprise and desktop applications. 

You will have an advantage if you also have  

• Extensive product knowledge/or ability to develop through training and knowledge transfer (Training will be provided). 

• Good understanding of the NICE goals and objectives. 

• Good understanding or NICE solutions 

• Working knowledge of software development principles would be advantageous. 

 

 What’s in it for you? 

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr! 

 

Enjoy NICE-FLEX!  

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere. 

 

Requisition ID-  11490
Reporting into: Tech Manager 
Role Type: Individual Contributor