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 script