Technical Support Engineer

<div class="content-intro"><p>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.</p></div><p data-start="0" data-end="30"><strong>So, what’s the role all about?</strong></p> <p data-start="32" data-end="383">We are seeking a skilled, adaptable, and customer-focused Support Engineer to join the NiCE Public Safety team supporting the NYC 911 Logging and Recording Solution. This role is responsible for deploying, maintaining, and supporting mission-critical public safety technologies that enable reliable emergency communications and recording capabilities.</p> <p data-start="385" data-end="834">In this high-impact role, you will work closely with deployment teams, R&amp;D, support leadership, and customer stakeholders to ensure the successful operation, maintenance, and enhancement of logging and recording systems across the NYC Public Safety environment. The ideal candidate is a self-motivated problem solver with strong technical expertise, excellent communication skills, and the ability to perform effectively in high-pressure situations.</p> <p data-start="836" data-end="857"><strong>Key Responsibilities:</strong></p> <p>Provide 1st, 2nd, and 3rd line engineering support for the NYC Public Safety Logging and Recording Solution.<br>Provision, deploy, patch, and upgrade NRX/NIR Logging and Recording Solutions, including Inform, TT911, and IP Recording platforms.<br>Collaborate closely with deployment teams to ensure the successful rollout and implementation of software packages and system upgrades.<br>Define and implement regular maintenance schedules and health monitoring procedures to ensure optimal system performance and reliability.<br>Work cross-functionally with internal teams, including management and R&amp;D, escalating issues appropriately while maintaining strong technical and commercial relationships with customers, partners, and service providers.<br>Deploy and provision systems to replicate customer-reported issues for troubleshooting and resolution without impacting customer data or operations.<br>Create, modify, and execute database queries and scripts to support troubleshooting, maintenance, and operational efficiency.<br>Support network operations activities, including firewall configurations, network security groups, and related infrastructure tasks.<br>Participate in a 24/7 out-of-hours support rotation and respond to critical or urgent customer issues as needed.<br>Maintain accurate documentation and records of troubleshooting activities, confi