Technical Support Engineer

at  NICE

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.

EDUCATION & BACKGROUND

• The successful candidate is likely to have higher education qualification in science or technology subjects. A degree level qualification is desirable.
• The ideal candidate is a rapid learner, self-motivated and a good communicator and problem solver. A high quality of work is also particularly important.
• Relevant technical customer support experience preferred, particularly within a Public Safety environment. Understanding what represents good ‘customer service’ and how to deliver it is essential.
• Experience of system engineering would be advantageous, as many of our solutions include multiple components and interface with third party products.

SO, WHAT’S THE ROLE ALL ABOUT?

Provide subject matter expert support to regional support teams and Public Safety customers worldwide, who use our state-of-the-art solutions for recording, playback and analysis in mission-critical environments. Assist product teams to successfully introduce new products/versions. Champion supportability and preventative action on behalf of our customers, and ongoing development of regional support team knowledge and capability.

SCOPE & RESPONSIBILITIES

Provide in-depth and thorough technical support on a wide range of Public Safety solutions. Work effectively with staff in all areas of the business to provide timely and long-term resolutions, escalating when appropriate to management and/or R&D. Take into account technical and commercial relationships with end users, partners and service providers.
Must be prepared to travel, sometimes at short notice, to support new product introductions, investigate and resolve product/solution issues. This will also involve providing assistance and knowledge transfer to regional support/services teams and business partners.
Develop documentation and tools to improve the supportability of our solutions. Look for ways to innovate, share information and improve customer satisfaction.
Set up equipment to enable replication of customer issues and use remote access tools to diagnose and repair without jeopardising customer data or operations.