NICE Senior Technical Support Engineer 

India, Maharashtra, Pune 

133520362

How will you make an impact?

• Serve as a Level 2/3 escalation point , interfacing with R&D, Customer Support, Business Partners, and global customers to investigate and resolve complex issues related to NiCE Performance Management applications.
• Ensure clear and consistent communication across internal and external stakeholders throughout the troubleshooting and resolution process.
• Deploy R&D-provided solutions and fixes in production environments, adhering to ITIL Change Management protocols.
• Act as a technical authority , minimizing R&D escalations through in-depth analysis and proactive support.
• Manage and prioritize daily operations, handling critical incidents with urgency and composure.
• Contribute to the Knowledge Base , documenting detailed resolution steps and assisting in onboarding and mentoring other Advanced Support Engineers.
• Execute changes in production environments with care and accountability, ensuring timely escalation of unresolved issues.
• Function as the Subject Matter Expert (SME) for NICE Performance Management in support of product releases, service packs, and ongoing projects.
• Develop and deliver training materials for internal teams and business partners as part of the New Product Introduction (NPI) process, enabling knowledge transfer and readiness.

Have you got what it takes?

• 4–7 years of experience in Linux/Unix administration across different server environments.
• Hands-on experience with Oracle and/or Microsoft SQL Server databases.
• Experience supporting enterprise-level, web-based applications.
• Proven global customer support experience, preferably within financial institutions or trading environments.
• Strong understanding of operating systems (Linux/UNIX/Windows), networking (TCP/IP), and tools like Wireshark.
• Solid analytical skills for data-driven troubleshooting and problem-solving.
• Excellent communication and coordination skills to work across teams and time zones.
• Exposure to Tetra systems , Voice Trading Solutions such as IPC, Etrali, BT, and telephony platforms like Avaya , Cisco , and Mitel (Preferred Skills)
• Knowledge or certification in EMC, MySQL, Microsoft Office Suite, and Windows OS.
• Background in telephony or voice solutions is a plus.
• Familiarity with reporting/BI tools like Tableau is advantageous.
• Industry certifications in relevant technologies will be a strong plus.

Tech Manager
Individual Contributor