Technical Support Engineer

NICE • Hoboken, NJ

31d

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.

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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level