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Lead Technical Support Specialist

2 months ago

Hoboken, New Jersey, United States NICE Full time
Position Overview

At NICE, we embrace challenges as opportunities for growth. Our ambition drives us to innovate and excel in everything we do. If you share our passion for excellence, we invite you to explore a rewarding career with us.

What is the role about?

Your primary responsibility will be to implement, maintain, and provide support for the NYC NexGen 911 Logging and Recording Solution within the emergency response framework.

You will collaborate with product teams to facilitate the successful launch of new products and versions, advocating for customer support and proactive measures.

How will you contribute?

  • Deliver comprehensive engineering support across multiple levels for the product.
  • Manage the provisioning, deployment, patching, and upgrading of the NRX/NIR Logging and Recording Solution, including components such as Inform, Screen Capture, TT911, Real Time Text (RTT), i3 Log Events, and SIP Recording. Work closely with deployment teams to ensure seamless software package installations.
  • Engage in multi-vendor digital forensic investigations in case of any 911 call failures.
  • Establish and execute routine maintenance and health monitoring protocols.
  • Collaborate effectively with colleagues across all business areas, escalating issues to management or R&D as necessary while considering technical and commercial relationships with end users, partners, and service providers.
  • Set up and provision systems to replicate customer issues for diagnosis and resolution without compromising customer data or operations.
  • Participate in a 24/7 on-call rotation for after-hours support.
Do you possess the necessary skills?
  • Proficient understanding of Windows server and client technologies, particularly in supporting web applications and services.
  • Experience in crafting, modifying, and executing database queries (MS SQL and Oracle MySQL).
  • Knowledge of network operations, including firewalls and network security groups.
  • Familiarity with SIPREC and VoIP Recording technologies.
  • Ability to run scripts using PowerShell or similar tools.
  • Experience in managing web application and service configurations.
  • Strong communication skills, both written and verbal, with a focus on effective interaction with customers and internal teams.
  • Excellent listening skills, capable of identifying and validating assumptions.
  • Adept at using effective questioning techniques to clarify customer issues and provide solutions.
  • Methodical approach to troubleshooting, with keen attention to detail in diagnosing and reproducing issues.
  • Ability to manage multiple tasks and prioritize effectively.
  • Composed and focused under pressure.
  • Meticulous record-keeping practices.
  • Self-motivated and able to work both independently and collaboratively.
  • Experience with Logging and Recording Solutions.
  • (Optional) Familiarity with Azure Portal and Azure services.
  • Technical writing capabilities.
  • Experience with querying Web APIs.
  • Knowledge of configuring Application Monitoring and Dashboards.
What do we offer?

Join a rapidly expanding, innovative global organization where teams of top talent collaborate in a dynamic and creative environment. As a market leader, every day at NICE presents opportunities for learning and growth, with countless internal career paths across various roles, disciplines, and locations. If you are driven, innovative, and eager to elevate standards, you could be the next valuable addition to our team.

About NICE

NICE Ltd. (NASDAQ: NICE) provides software solutions to over 25,000 global businesses, including 85 of the Fortune 100 companies, enhancing customer experiences, combating financial crime, and ensuring public safety. Our software manages over 120 million customer interactions and monitors more than 3 billion financial transactions daily.

Recognized as a leader in innovation, particularly in AI, cloud, and digital solutions, NICE employs over 8,500 professionals across more than 30 countries. We are committed to being an equal opportunity employer, ensuring all qualified applicants receive fair consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation, or any other category protected by law.