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.
NICE is comprised of talented, creative and dedicated individuals with a passion for delivering innovative solutions to the market. At NICE, we recognize that every employee’s contributions are integral to our company’s growth and success. To find and acquire the best and brightest talent around the globe, we offer a challenging work environment, competitive compensation and benefits, and rewarding career opportunities. Come share, grow and learn with us – you’ll be challenged, you’ll have fun and you’ll be part of a fast growing, highly respected organization
About the company
At NICE, we protect people’s money, ensure their safety and improve their experiences.
Many of the world’s leading companies and organizations are expected to manage these three critical elements of modern living. To do so, they are tapping into the power of data, which has become ubiquitous in both business and life. These organizations turn to NICE to operationalize this data to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security.
Since 1986, NICE has been the recognized leader in these fields, providing solutions which turn both structured and unstructured data into valuable and actionable information. Our success started by capturing interactions and our expertise has evolved into applying analytics on these interactions. Combined with our years of cultivating domain expertise in partnership with our customers, we can help our customers not only understand what’s happening in real time, they can predict what will be.
NICE has over 6,000 employees and a presence in more than 150 countries. Our team is proud of their many achievements. NICE is regularly recognized for innovation and the value it provides to more than 25,000 customers, including more than 85 of the Fortune 100. When it comes to turning information overload into practical business value, no one else comes close to NICE.
A fast-growing business within NICE is the NICE Public Safety Line of Business, which develops state of the art solutions that integrate and put into context information from many sources to help emergency control rooms and investigation departments reconstruct and understand the who, what, when, where and why of an incident. This business also provides industry leading cloud solutions for the Criminal Justice market for the acquisition, management and analysis of digital evidence for over 3,000 public safety customers.
Due to increasing demand for our solutions the Product Team is expanding its ability to deliver and maintain customer systems.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provide 3rd line engineering support to the product.
- Under minimal supervision, serve as Tier 3 subject matter expert for Public Safety end-user applications for recording playback, analysis, reporting and system monitoring.
- Communicate with regional support teams (worldwide) and other stakeholders, verbally and in writing, in a professional and diligent manner. Ensure customers are satisfied prior to closing support issues.
- Coordinate with team members to manage and contribute to daily team workload.
- Work with all stakeholders to efficiently gather, validate, and document technical information needed to resolve or escalate product issues.
- Perform and document root-cause analysis as needed to resolve or escalate software and deployment issues.
- Contribute to process and troubleshooting documentation in the support knowledge base.
- Help foster innovation in tools and processes to make support more effective and efficient.
- Adhere to defined technical support process and offer improvements as necessary.
- Assist product teams to successfully introduce new products/versions.
- Understand and adhere to compliance standards as they appear in the Employee handbook, Corporate Compliance Policies, Code of Conduct and Conflict of Interest Policy.
KNOWLEDGE, SKILLS, AND ABILITIES
Understanding of:
- SQL Server (DBA activities, experience with SQL queries, functions, and stored procedures)
- Experience of SQL Scripting
- Windows server (IIS, Windows security, optimization, and troubleshooting)
- Networking fundamentals (TCP/IP, LAN, WAN, VPN routing, Audio codec,)
- Modern telecommunications (telephone, VoIP, PBX)
- Security and encryption fundamentals (SSL/TLS, SSH, PGP)
- Basic understanding of Virtualization and cloud concepts.
Skills:
- Meticulous about documentation and record-keeping
- Strong communication skills (verbal, listening, reading and writing skills)
- Demonstrated problem solving, troubleshooting and analytical skills
- Work successfully in a strong team environment, learning rapidly, and developing relationships within and across teams
- Multi-tasking and time-management skills are essential to switch between varied tasks
- Remain focussed and calm under pressure, with patience and perseverance to succeed
EDUCATION AND EXPERIENCE
- BS in Computer Science, Engineering, or Mathematics; equivalent work experience considered
- 5+ years of experience supporting enterprise software applications and system integrations
OTHER INFORMATION
- Flexibility in working hours is essential, as remote sessions with global customers are needed outside of normal working hours.
- There may be an infrequent need to travel to customer or partner sites, worldwide.
About NICE
NICE Ltd. (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 crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ 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.
Top Skills
NICE Pune, Mahārāshtra, IND Office
8th Floor in Wing A & B Block Rhine Rajiv Gandhi Infotech Park-Phase II, Hinjewadi , Pune, India, 411057
