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.
Technical Support Engineer – Recording Solutions – Broward County, Florida
Position Description: We are looking for a Technical Support Engineer for our Recording Solutions. Candidates will work supporting large complex Public Safety software clients; have server, network background and excellent problem-solving skills.
As part of NiCE’s Priority Support team for Public Safety you will be working Monday through Friday in Broward County, Florida. Weekly on call shifts will be limited to approximately every 2 weeks per month.
Responsibilities:
- Interfacing with large priority customer accounts
- 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
- Availability during off-hours as per shift rotations as required (nights and weekends) to address critical issues / situations
- 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
- Some travel maybe expected to customer sites when required to resolve product issues
Qualifications / Education:
- Bachelor's degree in computer science / Software Engineering (or similar)
- Experience as IT (Network and system) that worked on Server issues mainly
- Network troubleshooting skills (working with different tools)
- Supporting VOIP telephony systems such as Avaya or Cisco
- Experience in customer support serving global customers.
- 1-3 years' experience
Personal attributes
- Excellent English verbal and writing communication skills
- Team player – ability to work well in a close team environment
- Fast learner with ability to educate her/himself on relevant technologies
- Ability to multitask and prioritize work
- Ability to remain focused and calm under pressure
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.
Skills Required
- Bachelor’s degree in Computer Science, Software Engineering, or a similar field
- IT experience focused on network and server issues
- Network troubleshooting experience using various tools
- Experience supporting VoIP telephony systems such as Avaya or Cisco
- Customer support experience serving global customers
- 1–3 years of relevant experience
- Excellent English verbal and written communication skills
- Ability to work effectively in a close team environment
- Ability to multitask, prioritize work, and remain calm under pressure
NICE Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about NICE and has not been reviewed or approved by NICE.
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Healthcare Strength — Benefits are described as broad and comprehensive, spanning medical, dental, vision, life, disability, and mental-health support. Added programs like FSA options and fitness stipends contribute to a well-rounded health and wellness offering.
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Retirement Support — A 401(k) is part of the package, sometimes paired with match details that are described as typical to stronger depending on role and time period. Employee stock participation is also positioned as an additional long-term wealth-building component for eligible roles.
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Flexible Benefits — Flexible work arrangements are emphasized, including hybrid setups and remote options for some roles. Flex scheduling, paid holidays, and paid sick time add to the perceived flexibility of the overall rewards package.
NICE Insights
What We Do
NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.
