Technical Support Engineer

Nice-0a1ef543; Hoboken (NJ); On-site; USD 85,000 - 110,000; Full time

Job summary

NiCE is seeking a skilled Support Engineer to join the Public Safety team supporting the NYC 911 Logging and Recording Solution. You will deploy, maintain, and support mission-critical public safety technologies that enable reliable emergency communications and recording capabilities.

The role works with deployment teams, R&D, support leadership, and customer stakeholders to ensure successful operation, maintenance, and enhancement of logging and recording systems across the NYC Public

Qualifications

• Bachelor’s degree in Science, Technology, or a related field preferred.
• Experience in customer support in public safety or mission-critical environments.
• Strong technical and communication skills under pressure.
• Hands-on Windows Server and virtualization experience (VMware/Hyper-V).
• Experience with PowerShell scripting and AD administration.

Responsibilities

• Provide 1st-3rd line engineering support for NYC Public Safety Logging and Recording Solution.
• Provision, deploy, patch, and upgrade NRX/NIR platforms including Inform, TT911, and IP Recording.
• Collaborate with deployment teams for rollouts and upgrades.
• Define maintenance schedules and health monitoring procedures.
• Respond to customer issues during 24/7 on-call rotations.
• Document troubleshooting activities and configurations.

Skills

Customer focus

Communication

Windows Server

PowerShell

Troubleshooting

Education

Bachelor’s degree in Science/Engineering

Tools

VMware v7/v9

ESXi

Active Directory

Hyper-V

Web applications

Azure Portal

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.

In this high-impact role, you will work closely with deployment teams, R&D, support leadership, and customer stakeholders to ensure the successful operation, maintenance, and enhancement of logging and recording systems across the NYC Public Safety environment. The ideal candidate is a self-motivated problem solver with strong technical expertise, excellent communication skills, and the ability to perform effectively in high-pressure situations.

Key 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, 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.

Qualifications:

• 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.

Preferred Skills:

• 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.

Why Join Us?

• Support mission‑critical public safety operations: Play a key role in maintaining and enhancing systems that support emergency response and public safety communications for New York City.
• High‑impact technical work: Work on complex, enterprise‑scale systems in a fast‑paced and highly collaborative environment.
• Opportunities for growth: Expand your expertise across infrastructure, virtualization, networking, and public safety technologies while working alongside experienced engineering and support teams.
• Collaborative team culture: Join a dedicated team that values technical excellence, customer service, accountability, and continuous improvement.

If you are passionate about technology, customer support, and supporting critical public safety infrastructure, we’d love to hear from you!

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.

Please Note: While this position is listed on our website as being based in Hoboken, NJ, the actual work location is at one of our client offices in the Bronx. Unfortunately, our system does not currently allow us to list client‑site location directly in the posting. This role requires onsite attendance 5 days per week at the clients office location mentioned above.

This position has a two option work shift. One is either 7am to 3pm or 11am to 7pm as decided by the manager for customer needs.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in NICE’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.