Technical Support Engineer • Mid-Level

Who you are

You have experience providing technical support in a fast-paced environment, ideally with a focus on enterprise voice recording systems. Your background includes a solid understanding of compliance and trading environments, which allows you to navigate complex technical challenges effectively. You possess a basic understanding of database management and SQL scripting, enabling you to troubleshoot issues efficiently. Collaboration is key for you, as you work across global teams to drive customer success and ensure high availability of recording systems. You are adept at resolving multi-layered system challenges and have experience with platforms like Teams, Zoom, Avaya, and Cisco. Your technical expertise allows you to deliver fast and accurate resolutions, ensuring customer confidence and satisfaction.

Desirable

Experience with fraud detection and compliance frameworks is a plus, as it enhances your ability to support NICE's recording platforms. Familiarity with additional technologies and tools related to voice recording and compliance will further strengthen your candidacy.

What you'll do

In this role, you will provide Level-2 support for NICE's NTR/NTR-X recording platforms, ensuring that customer issues are resolved quickly and effectively. You will leverage your technical expertise to troubleshoot complex issues related to enterprise voice recording systems integrated with various platforms. Your responsibilities will include collaborating with global teams to drive customer success and maintain high availability of recording systems. You will be tasked with delivering proactive resolutions for complex technical challenges, ensuring that customers have confidence in the systems you support. You will also engage in continuous learning to stay updated on the latest technologies and best practices in technical support.

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 ambition and innovation, providing you with opportunities to make a significant impact. The company is committed to fostering a culture of collaboration and excellence, ensuring that you have the resources and support needed to succeed in your role. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.