Technical Support Engineer

So, what’s the role all about?

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

We are seeking an experienced and technically proficient Tech Support Engineer to provide Level-2 support for NICE NTR/NTR-X recording platforms. The ideal candidate will possess basic understanding in enterprise voice recording, compliance, and trading environments, along with a solid understanding of fraud detection and compliance frameworks.

This role requires basic understanding in database management, SQL scripting, and systems troubleshooting, coupled with the ability to collaborate across global teams and drive customer success for high-availability recording systems integrated with Teams, Zoom, Avaya, Cisco, and IPC.

In this role, you will deliver fast, accurate, and proactive resolutions for complex NICE NTR/NTR-X issues, ensuring customer confidence and satisfaction while applying deep technical expertise across Teams, Zoom, Avaya, Cisco, IPC, and trading integrations to resolve multi-layered system challenges efficiently. Leverage database management and SQL scripting skills to identify performance bottlenecks, optimize system health, and ensure stable operations. Partner with Level-3 and cross-functional teams to troubleshoot customer issues, drive root cause analysis and document knowledge articles. Contribute to process enhancements, documentation, and automation initiatives to elevate overall support maturity and readiness.

 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?

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.

Requisition ID: 9462
Reporting into: Tech Manager
Role Type: Individual Contributor