08 Apr 2021
Kansas, Olathe, 66051 Olathe USA


NIC is currently working 100% remote due to Covid.

NIC Inc., the nation’s premier provider of innovative digital government solutions and secure payment processing is currently seeking applicants for a Product Support Engineer.

At NIC (Nasdaq: EGOV), it’s our mission to make government interactions more accessible for everyone through technology. NIC’s company culture is driven by a set of core values: trust, integrity, responsibility, passion, innovation, family, and community.


Financial Product Support Engineers provide technical support and solutions to cross functional teams by diagnosing, troubleshooting, repairing and debugging complex IT systems including software and infrastructure related to our core financial systems. They respond to situations where front-line product support is unable to isolate or fix problems in malfunctioning systems. Financial Product Support Engineers are part of a consolidated Product Support Team working in other specialized product areas including prescription drug management, outdoor recreation solutions, and licensing.

This position offers the opportunity to work with business analysts, quality assurance engineers, developers, infrastructure system administrators, business personnel and end users throughout the company and NIC’s customer base.


  • Perform troubleshooting, problem analysis, event isolation and problem remediation or escalation for NIC’s Core Financial products
  • Trouble shoot system failures
  • Take part in an on-call rotation for incident resolution (includes after hours and weekend coverage, weekly rotation with 5 other members)
  • Perform or assists with financial product setup
  • Research and analyze platform issues working cross-functionally with NIC teams and customers to identify root cause and corrective actions
  • Implement workaround procedures when standard procedures have failed and ensure issues are resolved in a timely fashion
  • Understand and respond properly to escalation procedures; follow through and assist in troubleshooting after escalating
  • Record information into ticketing system in an accurate and complete manner including diagnostic results and cross-product correlations to assist other groups with diagnosis and communications
  • Perform investigation, documentation and reporting for customer-impacting or recurring issues
  • Communicate professionally and effectively with NIC teams and stakeholders in both a proactive and reactive manner
  • Complete stand-alone projects to improve application functionality and/or improve production support efficiency


  • 2-3 years’ experience in the field or related area
  • Provide excellent and prompt service for application incidents and requests
  • Collaborate with developers regarding bugs, defects, and new features needed for application
  • Working within an ITIL or similar model preferred
  • Familiar with standard concepts, practices, and procedures of support engineering
  • Strong organizational and prioritization skills
  • Strong customer service skills
  • Self-motivated and passionate about software, especially troubleshooting and problem resolution
  • Desire to work in a fast-paced and changing environment
  • Desire to collaborate with business subject matter experts on application setup and troubleshooting
  • Experience working in a tiered support model with internal and external groups
  • 1 to 2 years of experience reading and writing PL/SQL required
  • 1 to 2 years of Linux user and administration with SSH required
  • Transaction debugging on Solaris and Linux is required
  • Experience with file transfers and protocol including SFTP
  • Experience managing reconciliation and bank transfer jobs with Quartz and Cron is a plus
  • Experience with SSRS, Jenkins, ServiceNow, JIRA and Confluence a plus
  • Experience with any of the following is a plus Python, Bash or PowerShell scripting, and JavaScript
  • 1 to 2 years of experience reading stack traces in Java required and is a plus in .net
  • Develop tools to aid in support, troubleshooting and root cause analysis
  • Strong organizational and prioritization skills
  • Creative in solving issues utilizing programming skills
  • Create technical documentation for better knowledge sharing


  • Competitive compensation and stock purchase plan
  • No-cost group medical insurance
  • Matching 401(k) contributions with 100% vesting
  • Disability and Life insurance
  • Company wellness program
  • Paid State holidays and vacation
  • Great work environment

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