Support Engineer

NICE; Pune District; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

NICE-FLEX hybrid model

Global career opportunities

Job summary

NiCE is seeking a Support Engineer to deliver technical support for NICE Service and Sales Performance Management, ContactAnalytics, and WFM solutions. You will handle end-user issues, perform hands-on fixes, coordinate updates, and help maintain hosted environments, with weekend/on-call coverage as needed.

Applicants should have 3+ years of experience in Windows/Linux, SQL/PLSQL, and database platforms such as Oracle, SQL Server or DB2, plus experience with web-based applications and

Qualifications

• 3+ years of hands-on experience in technical support and system analysis.
• Strong knowledge of Windows, Linux, Shell scripting, and SQL/PLSQL.
• Experience with Oracle, SQL Server or DB2 databases.
• Experience supporting web-based applications and servers.
• Ability to read technical documentation and train end users.

Responsibilities

• Field incoming end-user problems and resolve application issues per SLAs.
• Investigate issues using product knowledge and collaborate with Services/Engineering.
• Log, track and document troubleshooting steps to resolution.
• Evaluate resolutions and identify trends to prevent recurrence.
• Coordinate updates, upgrades, and major releases with policy.
• Perform hands-on fixes including software installs and configurations.
• Test fixes and conduct post-resolution follow-ups.
• Support junior team members and participate in on-call coverage.

Skills

Windows

Linux

Shell scripting

SQL

PL/SQL scripting

Database troubleshooting

Web applications

UNIX/Linux/Windows server admin

Tools

Oracle

SQL Server

DB2

UNIX

Job description

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?

The Support Engineer role is to deliver technical support to end users about how to use and administer the NICE Service and Sales Performance Management, ContactAnalyticsand/or WFM software solutions efficiently and effectively in fulfilling businessobjectives. The Application Support Consultant/T2 is also responsible for the health and well-being of our customers' hosted solutions.

How will you make an impact?

• Field incoming problems from end users to resolve application issues in accordance with end user contractualSLAs.
• Investigate and resolve customers' issues through the use of product knowledge, excellent troubleshooting skills and involvement from Services and Engineering/R&D expert resources.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Prioritize, schedule, and administer all Updates, Upgrades and Major software releases in accordance with the Company Release Policy and contractual terms governing release policy with the customer.
• Perform hands-on fixes on applications, including installing and upgrading software, database exports, and configuring the systems and applications.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved using standard testing methodologies.
• Identify and learn appropriate software applications used and supported by the Company.
• Administer support/system maintenance activities in accordance within instructions provided by the Customer Support Team Leader and Management.
• Assist and/or provide guidance to junior members of the team.
• May need to participate in the weekend/On Call support coverage.

Have you got what it takes?

• 3+ years of Strong knowledge of Windows, Linux, Shell scripting, SQL, PL/SQL scripting for the analysis and resolution of customer issues.
• Experience building and maintaining databases for query and problem tracking.
• Demonstrable experience supporting industry standard database platforms within the IT industry, i.e. Oracle, SQL Server, DB2.
• Experience supporting Web based applications.
• Working knowledge of administrating UNIX, Linux, or Windows servers.
• Working knowledge of Relational Database principles and methodologies.
• Proven experience with troubleshooting principles.
• Able to develop and interpret technical documentation for training and end user procedures.
• In-depth, hands-on knowledge of and experience with enterprise and desktop applications.

You will have an advantage if you also have

• Extensive product knowledge or ability to develop through training and knowledge transfer (Training will be provided).
• Good understanding of the NICE goals and objectives.
• Good understanding or NICE solutions
• Working knowledge of software development principles would be advantageous.

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- 11490
Reporting into: Tech Manager
Role Type: Individual Contributor

About NiCE

NICELtd. (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.