Support Engineer • Senior

Who you are

You have a strong background in providing technical support and maintenance for complex systems, ideally with experience in NICE solutions. You understand the importance of timely issue resolution and have a proactive approach to system health checks. Your ability to collaborate with clients and internal teams ensures that you can effectively manage and enhance the client's infrastructure. You are detail-oriented and capable of documenting system specifications accurately, contributing to the overall efficiency of operations.

Desirable

Experience with NTR and NTRX is preferred, as it will enable you to hit the ground running in this role. Familiarity with change management processes and project installations will also be beneficial. You thrive in environments where you can engage with clients directly, providing them with the support they need to succeed.

What you'll do

As a Senior Services Engineer at NICE, you will be responsible for the support and maintenance of NICE platforms at customer sites. You will manage NICE-related issues and outages, ensuring that they are resolved in a timely manner. Your role will involve working closely with the client's System Engineers to support the NICE infrastructure across their organization globally. You will create records of cases and perform remediation based on the severity of each issue. Additionally, you will provide L2/L3 technical support for the NICE product, coordinating efforts with suppliers and other representatives as needed. You will assist the client's Administrators with configuration, administration, and user management within the NICE system. Documenting and maintaining NICE system specifications across all sites will be a key part of your responsibilities, as will conducting proactive health checks on a regular basis.

What we offer

NICE offers a dynamic work environment where you can challenge your limits and grow your career. You will be part of a team that values high standards and strives for excellence in every project. The company is committed to providing equal opportunities for all employees and fostering a culture of inclusivity. You will have the chance to work on impactful projects that enhance the client's ability to maintain their systems effectively. With over 8,500 employees across 30+ countries, you will be joining a global team dedicated to innovation and customer success.