Technical Support Engineer

NiCE; Hoboken (NJ); On-site; USD 75,000 - 110,000; Full time

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.

Skills

Customer focus

1st/2nd/3rd line support

Windows Server 2012/2016/2019

VMware v7/v9

Hyper‑V

Active Directory

PowerShell

Networking fundamentals

Troubleshooting

Documentation

Education

Bachelor’s degree in Science/Engineering or related field

Tools

VMware v7/v9

Hyper‑V

Active Directory

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?

We are seeking a skilled, adaptable, and customer-focused Support Engineer to join the NiCE Public Safety team supporting the NYC 911 Logging and Recording Solution. This role is responsible for deploying, maintaining, and supporting mission‑critical public safety technologies that enable reliable emergency communications and recording capabilities.

How will you make an impact:

• 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, including Inform, TT911, and IP Recording platforms.
• Collaborate closely with deployment teams to ensure the successful rollout and implementation of software packages and system upgrades.
• Define and implement regular maintenance schedules and health monitoring procedures to ensure optimal system performance and reliability.
• Work cross‑functionally with internal teams, including management and R&D, escalating issues appropriately while maintaining strong technical and commercial relationships with customers, partners, and service providers.
• Deploy and provision systems to replicate customer‑reported issues for troubleshooting and resolution without impacting customer data or operations.
• Create, modify, and execute database queries and scripts to support troubleshooting, maintenance, and operational efficiency.
• Support network operations activities, including firewall configurations, network security groups, and related infrastructure tasks.
• Participate in a 24/7 out‑of‑hours support rotation and respond to critical or urgent customer issues as needed.
• Maintain accurate documentation and records of troubleshooting activities, configurations, and support actions.

Have you got what it takes:

• Bachelor’s degree in Science, Technology, or a related field preferred.
• Relevant technical customer support experience, ideally within a Public Safety or mission‑critical environment.
• Strong understanding of customer service principles and experience delivering high‑quality technical support in high‑pressure environments.
• Hands‑on experience supporting Windows Server environments (2012, 2016, 2019) and client technologies, including web applications and services.
• Working knowledge of VMware v7 and v9 suites, including ESXi, vSCA, and HA environments.
• Experience with Hyper‑V virtualization technologies and Active Directory administration tasks.
• Experience creating and executing PowerShell scripts and managing web application and service configurations.
• Strong troubleshooting, analytical, and problem‑solving skills with excellent attention to detail.
• Excellent written and verbal communication skills, including the ability to effectively communicate technical information to customers and internal teams.
• Ability to manage multiple priorities, work independently, and collaborate effectively within a team environment.

You will have an advantage if you have:

• Experience supporting Logging and Recording Solutions within Public Safety or emergency communications environments.
• Familiarity with Microsoft Azure Portal and Azure services.
• Experience querying Web APIs and configuring application monitoring dashboards.
• Technical writing experience and strong documentation skills.
• Experience managing enterprise patch deployments across large‑scale environments.
• Hands‑on experience configuring and troubleshooting HP server hardware.
• Ability to remain calm, focused, and methodical in high‑pressure operational environments.

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!

Requisition ID: 11685

Reporting into: Manager, Service and Support

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.