Mission-Critical Public Safety Support Engineer

Socket.dev; Hoboken (NJ); On-site; USD 90,000 - 120,000; Full time

Job summary

NiCE is seeking a skilled Support Engineer for the NYC Public Safety Logging and Recording Solution. You will deploy, maintain, and support mission-critical systems ensuring reliable emergency communications and recording capabilities.

You will work with deployment teams, R&D, and customers to keep systems performing at peak levels, manage maintenance, and implement upgrades in a high-pressure environment. The role includes 24/7 on-call rotation and close collaboration with cross-functional

Qualifications

• Bachelor's degree in Science, Technology, or a related field preferred.
• Relevant technical customer support experience in public safety or mission-critical environments.
• Strong customer service principles and delivering high-quality technical support under pressure.
• Hands-on experience supporting Windows Server environments (2012, 2016, 2019) and client web apps/services.
• VMware v7/v9 suites with ESXi, vSCA, and HA environments.
• Experience with Hyper-V and Active Directory administration tasks.
• Experience creating/executing PowerShell scripts and configuring web apps/services.
• Strong troubleshooting, analytical and problem-solving skills with attention to detail.
• Excellent written and verbal communication for customers and internal teams.
• Ability to manage multiple priorities, work independently, and collaborate in a team environment.

Responsibilities

• Provide 1st-3rd line engineering support for the NYC Public Safety Logging and Recording Solution.
• Provision, deploy, patch, and upgrade NRX/NIR logging/recording solutions (Inform, TT911, IP recording).
• Collaborate with deployment teams for rollouts and upgrades of software packages.
• Define and maintain regular maintenance schedules and health monitoring.
• Escalate issues appropriately while maintaining customer and partner relationships.
• Deploy and provision systems to reproduce customer issues without impacting data.
• Create/modify/execute database queries and scripts for troubleshooting and efficiency.
• Support network operations activities including firewall configurations and related tasks.
• Participate in 24/7 on-call rotation and respond to urgent issues.
• Maintain documentation of troubleshooting steps, configurations, and actions.

Skills

Windows Server

PowerShell

VMware ESXi

Active Directory

Network troubleshooting

Customer service

Education

Bachelor’s degree in Science/Tech or related

Tools

Hyper-V

Azure Portal

Web APIs

Job description

NiCE is seeking a skilled Support Engineer for the NYC Public Safety Logging and Recording Solution. You will deploy, maintain, and support mission-critical systems ensuring reliable emergency communications and recording capabilities.

You will work with deployment teams, R&D, and customers to keep systems performing at peak levels, manage maintenance, and implement upgrades in a high-pressure environment. The role includes 24/7 on-call rotation and close collaboration with cross-functional