Software Support Engineer I

NIC Inc.   •  

Olathe, KS

Industry: Professional, Scientific & Technical Services


Less than 5 years

Posted 52 days ago

Job Details


NIC is currently seeking a Software Support Engineer for the Enterprise Technology Services team located at their corporate headquarters in Olathe, Ks.

NIC is the leading provider of outsourced eGovernment services. We build and manage official government websites and eGovernment services for over 20 states and hundreds of local governments in the United States. NIC designs, manages, ad markets eGovernment services on behalf of state and local governments. We partner with government leaders and establish local offices to provide customized solutions for each government we serve. Our electronic government solitons use technology to increase efficiency and reduce costs for governments and their constituents.

The Software Support Engineer provides technical support to cross functional teams who are diagnosing, troubleshooting, repairing and debugging complex computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning infrastructure or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. Provides support to customer/users where the product is highly technical or sophisticated in nature.


  • Address technical software and setup issues for customers, technicians, and engineers
  • Perform initial troubleshooting, problem analysis and isolation of events in accordance with established guidelines
  • Research and analyze platform issues working cross-functionally across NIC teams and customers to identify root cause and corrective actions
  • Implement workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion
  • Understand and respond properly to escalation procedures; Follow through and assist in troubleshooting after escalating
  • Enter data into trouble ticket system in an accurate and complete manner to document problems including diagnostic results and multiple product correlation as well as escalation and provide feedback for knowledge database
  • Perform investigation/documentation/reporting for customer-impacting or recurring issues
  • Communicate effectively with NIC teams and key stakeholders both proactively and reactively


  • 0-2 years’ experience in the field or related area
  • Bachelor’s degree preferred, or equivalent, in area of specialty
  • Knowledge of Bash or Powershell scripting, SQL, Javascript, CSS
  • Experience troubleshooting problems on Windows 7 and up and OSX
  • Strong knowledge Microsoft Azure and working in cloud-based environments
  • Experience with file transfers and protocol including SFTP
  • Familiar with standard concepts, practices, and procedures of Support Engineer
  • Creative in solving issues utilizing programming skills


  • Matching 401(k) contributions with 100% vesting
  • Stock purchase plan
  • No-cost group medical, dental, life, and disability insurance
  • Company wellness program
  • Casual and fun office environment
  • Paid State holidays and vacation
  • Tuition reimbursement