Public Safety Tech Support Engineer — 24/7 Critical Systems

NiCE

Hoboken (NJ)

On-site

USD 75,000 - 110,000

Full time

32 hours ago

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Job summary

NiCE is seeking a skilled Support Engineer to join the Public Safety team for the NYC Logging and Recording Solution. You’ll deploy, maintain, and support mission-critical tech that enables reliable emergency communications.

You will provide multi-tier engineering support, coordinate with deployment teams, and implement maintenance and health checks to ensure system reliability. Strong Windows/VMware/AD skills and excellent customer communication are essential.

Qualifications

Bachelor’s degree in Science, Technology, or related field preferred.
Relevant technical customer support experience in public safety or mission-critical environments.
Strong customer service principles and ability to communicate complex tech to customers.

Responsibilities

Provide 1st, 2nd, and 3rd line engineering support for the NYC Public Safety Logging and Recording Solution.
Provision, deploy, patch, and upgrade NRX/NIR Logging and Recording Solutions (Inform, TT911, IP Recording).
Collaborate with deployment teams for software rollouts and upgrades.
Define regular maintenance schedules and health monitoring procedures.
Work with internal teams and customers, escalating issues as needed.
Deploy and provision systems to replicate customer issues for troubleshooting.
Create, modify, and run database queries and scripts for troubleshooting and maintenance.
Support network operations tasks including firewall configurations and security groups.
Participate in 24/7 out-of-hours support rotation.
Maintain documentation of troubleshooting activities and configurations.