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.

Key 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.

Qualifications:

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.

Preferred Skills:

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.

Why Join Us?

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.

If you are passionate about technology, customer support, and supporting critical public safety infrastructure, we'd love to hear from you!