Technical Support Engineer

Nice Group Co., Ltd. - Hoboken, NJ

Full-time - Entry Level

Hoboken, NJ

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The Technical Support Engineer at NICE is responsible for deploying, maintaining, and supporting the NYC NexGen 911 Logging and Recording Solution for the 911 system. This role involves providing engineering support across multiple levels, assisting product teams with new product introductions, and ensuring effective communication with customers and internal departments. The engineer will also participate in digital forensic analysis during 911 call failures and implement maintenance procedures to ensure system health.

Responsibilities

• Provide 1st/2nd/3rd line engineering support to the product.
• Provision, deploy, patch, and upgrade NRX/NIR Logging and Recording Solution including Inform, Screen Capture, TT911, Real Time Text (RTT), i3 Log Events, and SIP Recording.
• Work closely with the deployment team to ensure successful deployment of software packages.
• Participate in multi-vendor digital forensic analysis in the event of a 911 call failure.
• Define and implement regular maintenance and health monitoring procedures.
• Work effectively with staff in all areas of the business, escalating when appropriate to management and/or R&D.
• Deploy and provision systems to enable replication of customer issues to diagnose and repair without jeopardizing customer data or operations.
• Participate in a 24-7 Out of Hours call out rotation.

Requirements

• Working knowledge of Windows server and client technology, ideally supporting web applications and services.
• Experience in creating, modifying, and running database queries (MS SQL and Oracle MySQL).
• Network operations experience (firewalls, network security groups, etc.).
• Experience with SIPREC and VoIP Recording.
• Experience running scripts from PowerShell or similar.
• Experience with web application and services configuration management.
• Excellent written and spoken English communication skills.
• Good listening skills, able to identify and validate assumptions.
• Ability to use effective questioning to confirm understanding of a customer problem and provide help to solve it.
• Methodical troubleshooting, technical skill, and attention to detail in diagnosing problems and reproducing issues in a local environment.
• Multi-tasking and time-management skills to prioritize and switch between varied tasks.
• Focused and calm under pressure.
• Careful record keeping.
• Ability to use initiative and work effectively both independently and as part of a team.
• Experience with Logging and Recording Solutions.

Nice-to-haves

• (Optional) Experience with Azure Portal and familiarity with Azure services.
• Technical writing skills.
• Experience querying Web APIs.
• Experience configuring Application Monitoring and Dashboards.

Benefits

• Endless internal career opportunities across multiple roles, disciplines, domains, and locations.
• Collaborative and creative work environment.
• Opportunity to learn and grow in a fast-paced market-leading company.