Senior Technical Support Engineer-Recording Systems

Support | Richardson, TX, United States | AMERICAS


Position:  Senior Technical Support Engineer – Recording Solutions

Location:  Richarson, TX

Position Summary

You will be the technical contact for various large priority clients and request technical assistance via many channels including, phone, email, and various web contact methods (chat, e-Services). You will quickly get to the root of customer problems by gathering all the necessary technical information then analyze, troubleshoot, and ultimately resolve customer product concerns.  

Key Responsibilities:

  • Work with various NICE departments (Support and R&D) and customers around the globe for end-to-end resolution of issues
  • Maintain high customer satisfaction throughout the entire problem resolution process, through frequent customer updates
  • Conduct thorough and detailed troubleshooting to provide quality support to the client, and minimize escalations
  • Participate in knowledge transfer activities as required
  • Work in accordance with NICE support process, procedures, contractual SLA’s
  • Document all interactions related to services requests (SRs) in NICE Support System in accordance with SLA
  • Travel to customer sites when required in order to resolve product issues as well as introduce new products to beta customers and NICE staff


  • Bachelor's degree in Computer Science, Software Engineering or similar technical discipline

Key Requirements:

  • Minimum 3 years experience supporting large, global, complex enterprise software clients
  • Minimum 3 years experience working mainly on Server issues including detecting and troubleshooting SQL Server related CPU, memory, I/O, disk space and other resource contention issues
  • Network troubleshooting experience (working with different tools)
  • Minimum 3 years supporting VOIP telephony systems such as Avaya or Cisco
  • Experience troubleshooting and resolving database integrity issues, performance issues, blocking and deadlocking issues, replication issues, log shipping issues, connectivity issues, and security issues
  • Strong working knowledge of backups, restores, recovery models, database shrink operations, DBCC commands, Clustering, Database mirroring, Replication.
  • Must be available to work during off-hours as per shift rotations as required (nights and weekends) to address critical issues / situations
  • Must be able to travel, mostly domestic, up to 20% of the time
  • Excellent verbal and written communication skills

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