Technical Support Engineer

So, what s the role all about?

Tech Support Engineer

database management, SQL scripting, and systems troubleshooting

Teams, Zoom, Avaya, Cisco, IPC

How will you make an impact?

• Deliver Level 2 / technical support for NICE NTR/NTR-X recording environments across enterprise deployments.


• Diagnose and resolve customer issues related to recording, playback, retention, and compliance integrations.


• Troubleshoot problems across multi-vendor ecosystems including Microsoft Teams, Zoom, Avaya, Cisco, and IPC.


• Collaborate with Level 3 Support, First Level support and Infrastructure teams to identify root causes and ensure permanent resolutions.


• Analyze application logs, network traces (SIP/RTP), and system performance data to isolate technical issues.


• Perform database management and SQL scripting for data validation, performance tuning, and troubleshooting.


• Ensure system stability and integrity through proactive monitoring, patch validation, and upgrades.


• Support compliance and trading-related environments, ensuring adherence to industry regulations.


• Work closely with financial institutions on fraud detection and voice data integrity investigations.


• Document technical findings, RCAs, and knowledge base articles to enhance operational readiness.


• Willingness to work in a 24x7 rotational support model.

Have you got what it takes?

• 2-4 years of hands-on experience in enterprise support, preferably within voice/compliance recording or trading systems.


• Basic understanding of trading platforms and financial communication ecosystems.


• Working knowledge of fraud detection mechanisms and compliance regulations relevant to voice data.


• Proficiency in Windows Server, networking (SIP, RTP, TLS, DNS), and storage technologies.


• Proficiency in Cloud technologies (Azure and AWS).


• Ability to understanding databases (MYSQL, MS SQL) with the ability to write prepare SQL scripts.


• Experience with log analysis, Wireshark captures, system health checks, and automation tools.


• Excellent collaboration skills, especially working alongside Level-3 and Infrastructure Teams.


• Demonstrated history of driving ownership and delivering exceptional customer outcomes.

You will have an advantage if you also have:

• NICE certifications

  (NTR, NTR-X, Engage) a big plus.


• Experience with

  cloud-based deployments

  (Azure, AWS) and

  containerized environments

  .


• Knowledge of

  fraud detection systems

  and

  data retention controls

  .


• Scripting experience in

  PowerShell, Python, or automation frameworks

  a big plus

What s in it for you?

Enjoy NiCE-FLEX!

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