Senior Tech Support Engineer

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 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 Senior Tech Support Engineer to provide advanced support for NICE NTR NTR-X recording platforms The ideal candidate will possess deep expertise in enterprise voice recording compliance and trading environments along with a solid understanding of fraud detection and compliance frameworks This role requires a strong background 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 How will you make an impact In this role you will Enhance Customer Experience Deliver fast accurate and proactive resolutions for complex NICE NTR NTR-X issues ensuring customer confidence and satisfaction Drive Technical Excellence Apply deep technical expertise across Teams Zoom Avaya Cisco IPC and trading integrations to resolve multi-layered system challenges efficiently Strengthen Compliance Reliability Ensure recording solutions consistently meet financial compliance and fraud detection requirements reinforcing system integrity Optimize Performance Use strong database management and SQL scripting skills to identify performance bottlenecks optimize system health and ensure stable operations Collaborate Mentor Partner with R D and cross-functional teams to drive root cause analysis while mentoring junior engineers to uplift overall team capability Continuous Improvement Contribute to process enhancements documentation and automation initiatives to elevate overall support maturity and readiness Have you got what it takes Key Responsibilities Deliver Level 3 advanced technical support for NICE NTR NTR-X recording environments across enterprise deployments Diagnose and resolve complex 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 R D Product Management 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 scripting for data validation performance tuning and troubleshooting Ensure system stability and integrity through proactive monitoring patch validation and upgrades Support compliance and trading-related environments ensuring adherence to industry regulations Work closely with financial institutions on fraud detection and voice data integrity investigations Document technical findings RCAs and knowledge base articles to enhance operational readiness Mentor junior team members and foster a culture of excellence ownership and accountability Willingness to work in a 24x7 rotational support model Required Skills Experience 5-10 years of hands-on experience in enterprise support preferably within voice compliance recording or trading systems Proven expertise in NICE NTR NTR-X product architecture deployment and troubleshooting Strong understanding of trading platforms and financial communication ecosystems Working knowledge of fraud detection mechanisms and compliance regulations relevant to voice data Proficiency in Windows Server networking SIP RTP TLS DNS and storage technologies Proficiency in Cloud technologies Azure and AWS Strong command over databases MYSQL MS SQL with the ability to write and optimize SQL scripts and manage DB performance Experience with log analysis Wireshark captures system health checks and automation tools Excellent collaboration skills especially working alongside R D and customer-facing teams Demonstrated history of driving ownership and delivering exceptional customer outcomes Qualifications NICE certifications NTR NTR-X Engage preferred Experience with cloud-based deployments Azure AWS and containerized environments Familiarity with financial compliance regulations such as MiFID II FINRA Dodd-Frank and GDPR Knowledge of fraud detection systems and data retention controls Scripting experience in PowerShell Python or automation frameworks What s in it for you Join an ever-growing market disrupting global company where the teams - comprised of the best of the best - work in a fast-paced collaborative and creative environment As the market leader every day at NiCE is a chance to learn and grow and there are endless internal career opportunities across multiple roles disciplines domains and locations If you are passionate innovative and excited to constantly raise the bar you may just be our next NiCEr Enjoy NiCE-FLEX At NiCE we work according to the NiCE-FLEX hybrid model which enables maximum flexibility 2 days working from the office and 3 days of remote work each week Naturally office days focus on face-to-face meetings where teamwork and collaborative thinking generate innovation new ideas and a vibrant interactive atmosphere Requisition ID 9119 Reporting into Tech Manager Role Type Senior About NiCE NICE Ltd NASDAQ NICE software products are used by 25 000 global businesses including 85 of the Fortune 100 corporations to deliver extraordinary customer experiences fight financial crime and ensure public safety Every day NiCE software manages more than 120 million customer interactions and monitors 3 billion financial transactions Known as an innovation powerhouse that excels in AI cloud and digital NiCE is consistently recognized as the market leader in its domains with over 8 500 employees across 30 countries NiCE is proud to be an equal opportunity employer All qualified applicants will receive 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