Support Engineer

Overview

Support Engineer role delivering technical support to end users for NICE Service and Sales Performance Management, Contact Analytics and/or WFM solutions, ensuring customers’ hosted solutions are healthy.

What you'll do

• Field and resolve incoming end-user problems related to application issues per customer contractual SLAs.
• Investigate and resolve customer issues using product knowledge and troubleshooting.
• Record, track, and document problem-solving steps through final resolution.
• Analyze documented resolutions and trends to help prevent repeat issues.
• Prioritize, schedule, and administer updates, upgrades, and major software releases in line with release policy and contractual terms.
• Perform hands-on fixes including software installation/upgrading, database exports, and system/app configuration.
• Test fixes and follow up after resolution using standard testing methodologies.

What you'll need

• 3+ years strong knowledge of Windows, Linux, shell scripting, SQL, and PL/SQL for issue analysis and resolution.
• Experience building and maintaining databases for query and problem tracking.
• Demonstrable experience supporting Oracle, SQL Server, and/or DB2 platforms.
• Experience supporting web-based applications.
• Working knowledge of administering UNIX, Linux, or Windows servers.
• Working knowledge of relational database principles and methodologies.