Senior Tech Support Engineer (L2/L3)
Senior Tech Support Engineer providing advanced Level 3 support for NICE NTR/NTR-X recording platforms in enterprise voice recording, compliance, and trading environments. Key responsibilities include diagnosing and resolving complex issues related to recording, playback, retention, and compliance integrations across multi-vendor ecosystems (Microsoft Teams, Zoom, Avaya, Cisco, IPC), performing database management and SQL scripting for data validation and performance tuning, analyzing application logs and network traces (SIP/RTP), supporting compliance and fraud detection investigations for financial institutions, and collaborating with R&D teams for root cause analysis. The role requires 4-8 years of experience, strong database proficiency (MySQL, MS SQL), cloud knowledge (Azure, AWS), and willingness to work in 24x7 rotational support.
