Support Engineer

At NICE, we don’t limit our challenges. We challenge our limits. Constantly. We’re relentless. We’re ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.

• 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 analyze 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

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

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

• Demonstrable experience of supporting industry standard database platforms within the IT industry i.e., Oracle, SQL Server, DB2.

• Experience of 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.

• Extensive product knowledge/or ability to develop trough 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

About NICE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.