Support Engineer

Nice Ltd.; Pune District; On-site; INR 700,000 - 1,000,000; Full time

Job summary

NiCE Ltd. is seeking a capable Support Engineer to deliver technical support for NICE Service and Sales Performance Management, Contact Analytics and/or WFM software solutions.

The role focuses on health and well-being of customers’ hosted solutions and requires hands-on fixes, upgrades, and issue resolution. The candidate will work under the Tech Manager, contribute to documentation and guidance for juniors, and potentially participate in weekend/on-call coverage.

Qualifications

• 3+ years of strong knowledge of Windows, Linux, Shell scripting, SQL, PL/SQL for analysis and resolution of customer issues.
• Experience building and maintaining databases for query and problem tracking.
• Demonstrable experience supporting industry standard database platforms such as Oracle, SQL Server, DB2.
• Experience supporting Web-based applications.
• Working knowledge of administering UNIX, Linux, or Windows servers.
• Working knowledge of relational database principles and methodologies.
• Proven experience with troubleshooting principles.
• Ability to develop and interpret technical documentation for training and end-user procedures.
• Hands-on knowledge of and experience with enterprise and desktop applications.

Responsibilities

• Field incoming problems from end users to resolve application issues in accordance with end-user SLA contracts.
• Investigate and resolve customer issues with product knowledge and troubleshooting skills, with help from Services and Engineering/R&D resources.
• Record, track, and document the problem-solving process through final resolution.
• Evaluate documented resolutions and analyze trends to prevent repeats.
• Prioritize, schedule, and administer updates, upgrades and major releases per policy and contracts.
• Perform hands-on fixes including installing/upgrading software, database exports, and configurations.
• Test fixes and perform post-resolution follow-ups using standard testing methodologies.
• Identify and learn software applications used and supported by the Company.
• Administer support and maintenance activities per instructions from Team Leader/Management.
• Assist and/or guide junior team members.
• May participate in weekend/on-call support.

Skills

Windows

Linux

Shell scripting

SQL

PL/SQL

Oracle

SQL Server

DB2

Web applications

Unix/Linux servers

Troubleshooting

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 issuesin accordance withend user contractualSLA’s.
• Investigate and resolve customers’ issuesthrough the use ofproduct knowledge, excellent troubleshootingskillsand 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 andanalysestrends for ways to prevent repeated future problems.
• Prioritize, schedule, and administer all Updates, Upgrades and Major software releasesin accordance withthe 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.
• Identifyand learnappropriate softwareapplications used and supported by the Company.
• Administer support/system maintenance activitiesin accordance withinstructions provided by the Customer Support Team Leader and Management.
• Assistand/or provide guidance to junior members of the team.
• May need toparticipatein the weekend/On Call support coverage.

Haveyou gotwhat it takes?

• 3+ years of Strong knowledge of Windows, Linux, Shell scripting, SQL, PL/SQL scripting for the analysis and resolution of customer issues.
• Experiencebuilding andmaintainingdatabases for query and problem tracking.
• Demonstrableexperiencesupporting industry standard database platforms within the ITindustry,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 willhave an advantageif you alsohave

• Extensive product knowledge/or ability to developthroughtraining and knowledge transfer (Training will be provided).
• Good understanding of the NICE goals andobjectives.
• Good understanding or NICE solutions
• Working knowledge of software development principles would beadvantageous.

What’sin it for you?

Joinan ever-growing, market disrupting,globalcompanywhere the teams–comprisedof 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,andthere areendless 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!

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 crimeand ensure public safety.Every day, NiCE software managesmore than120 million customer interactions and monitors3+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.