Technical Support Engineer

Technical Support Engineer

Location: Southampton, UK.

So, what’s the role all about?

Provide subject matter expert support to regional support teams and Public Safety customers worldwide, who use our state-of-the-art solutions for recording, playback and analysis in mission-critical environments.  Assist product teams to successfully introduce new products/versions. Champion supportability and preventative action on behalf of our customers, and ongoing development of regional support team knowledge and capability.

Scope & Responsibilities

Provide in-depth and thorough technical support on a wide range of Public Safety solutions. Work effectively with staff in all areas of the business to provide timely and long-term resolutions, escalating when appropriate to management and/or R&D. Take into account technical and commercial relationships with end users, partners and service providers.

Must be prepared to travel, sometimes at short notice, to support new product introductions, investigate and resolve product/solution issues.  This will also involve providing assistance and knowledge transfer to regional support/services teams and business partners.

Develop documentation and tools to improve the supportability of our solutions. Look for ways to innovate, share information and improve customer satisfaction.

Set up equipment to enable replication of customer issues and use remote access tools to diagnose and repair without jeopardising customer data or operations.

Have you got what it takes?

• Efficient, effective, and respectful communication skills both with customers and within internal departments. Including:

• Excellent written and spoken English.
• Good listener, able to identify and validate assumptions.
• Able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it.
• Communicate effectively with people of different disciplines, and with different knowledge and experience, to achieve positive outcomes.

• Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems and reproducing issues in a local environment.
• Multi-tasking and time-management to prioritise and switch between varied tasks. Remain focused and calm under pressure.
• Careful record keeping.
• Programming and/or scripting experience.

• Knowledge of Windows server and client technology.
• Able to use initiative and to work effectively both independently and as part of a team.
• Patience and perseverance.
• Happy to learn, and adapt rapidly, with a positive attitude to change.

You will have an advantage if you also have:

• Knowledge of CTI, IP networking, VOIP, web server/CGI front-ends, database (MSSQL).
• Technical writing skills.
• Coaching / training experience.
• Systems engineering nous – able to work at both system and detail levels, and with third party suppliers.
• Knowledge of Cloud deployed systems (e.g. Microsoft Azure).

Other Information

• There may be an infrequent need to travel to customer or partner sites worldwide, sometimes at short notice.
• Flexibility in working hours is essential, as remote sessions with global customers are needed outside of normal working hours.
• Will need to hold, or be able to successfully apply for, UK security clearance (NPPV3).

Education & Background

• The successful candidate is likely to have higher education qualification in science or technology subjects. A degree level qualification is desirable.
• The ideal candidate is a rapid learner, self-motivated and a good communicator and problem solver. A high quality of work is also particularly important.
• Relevant technical customer support experience preferred, particularly within a Public Safety environment. Understanding what represents good ‘customer service’ and how to deliver it is essential.
• Experience of system engineering would be advantageous, as many of our solutions include multiple components and interface with third party products.

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Position ID:

Reporting into: Manager, Technical Support.

Job type: Individual Contributor.

#LI-Hybrid