Support Engineer
Core
Deliver technical support and administer NICE Service, Sales Performance Management, Contact Analytics, and WFM software solutions for end users.
Role type
Senior IC Support Engineer
Builds
Hosted software solutions and system stability for enterprise customers
Domain
IT Services / Customer Experience Management Software
Deliverable
client delivery
Required skills
Windows, Linux, Shell scripting, SQL, PL/SQL, Oracle, SQL Server, DB2, Web application support, UNIX/Linux/Windows server administration, Relational Database principles, troubleshooting principles, technical documentation development
Preferred skills
NICE product knowledge, software development principles
Technologies
NICE Service, Sales Performance Management, Contact Analytics, WFM, Oracle, SQL Server, DB2, UNIX, Linux, Windows
Responsibilities
Field and resolve end-user application issues per SLA, investigate and fix problems using product knowledge and engineering resources, record and document problem-solving processes, evaluate resolutions to prevent future issues, administer software updates and upgrades, perform hands-on fixes including installation and configuration, test fixes and conduct post-resolution follow-ups, assist junior team members, participate in on-call support coverage
Seniority
Mid-Senior, hands-on IC