Senior Technical Support Engineer

So, what’s the role all about?

The Technical Support Engineer role is to deliver technical support to end users using NiCE Performance Management. NiCE Performance Management propels the long-term success for organizations by comprehensively improving workforce optimization and customer satisfaction. Highly personalized tools empower frontline agents, back-office staff, supervisors and managers to efficiently meet performance goals. The result NPM ensures that your organization consistently achieves better staff performance, higher CSAT scores, and greater employee retention.

How will you make an impact?

• Serve as a

  Level 2/3 escalation point

  , interfacing with R&D, Customer Support, Business Partners, and global customers to investigate and resolve complex issues related to NiCE Performance Management applications.
• Ensure

  clear and consistent communication

  across internal and external stakeholders throughout the troubleshooting and resolution process.

• Deploy R&D-provided solutions and fixes

  in production environments, adhering to ITIL Change Management protocols.
• Act as a

  technical authority

  , minimizing R&D escalations through in-depth analysis and proactive support.

• Manage and prioritize

  daily operations, handling critical incidents with urgency and composure.

• Contribute to the Knowledge Base

  , documenting detailed resolution steps and assisting in onboarding and mentoring other Advanced Support Engineers.

• Execute changes in production environments

  with care and accountability, ensuring timely escalation of unresolved issues.
• Function as the

  Subject Matter Expert (SME)

  for NICE Performance Management in support of product releases, service packs, and ongoing projects.

• Develop and deliver training materials

  for internal teams and business partners as part of the New Product Introduction (NPI) process, enabling knowledge transfer and readiness.

Have you got what it takes?

• 4–7 years of experience in Linux/Unix administration across different server environments.
• Hands-on experience with Oracle and/or Microsoft SQL Server databases.
• Experience supporting enterprise-level, web-based applications.
• Proven global customer support experience, preferably within financial institutions or trading environments.
• Strong understanding of operating systems (Linux/UNIX/Windows), networking (TCP/IP), and tools like Wireshark.
• Solid analytical skills for data-driven troubleshooting and problem-solving.
• Excellent communication and coordination skills to work across teams and time zones.
• Exposure to

  Tetra systems

  ,

  Voice Trading Solutions

  such as IPC, Etrali, BT, and telephony platforms like

  Avaya

  ,

  Cisco

  , and

  Mitel

  (Preferred Skills)
• Knowledge or certification in EMC, MySQL, Microsoft Office Suite, and Windows OS.
• Background in telephony or voice solutions is a plus.
• Familiarity with reporting/BI tools like

  Tableau

  is advantageous.
• Industry certifications in relevant technologies will be a strong plus.

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.

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