Senior Technical Support Engineer

So, what’s the role all about?

We are seeking a Technical Support Engineer with a strong understanding of cloud applications and exceptional troubleshooting skills. The ideal candidate will have experience working with Application Support, Inspect network activity via browsers, and understanding of digital CRM/telephony platforms, along with DB function. You will be responsible for diagnosing and resolving technical issues, contributing to the knowledge base, and ensuring seamless customer experiences across multiple systems.

How will you make an impact?

• Diagnose and resolve issues related to Nice’s Product cloud applications.
• Proactively identify and escalate unresolved issues to the appropriate teams to maintain system stability.
• Provide timely and accurate technical assistance through a ticketing system.
• Ensure customer satisfaction by maintaining high-quality responses and efficient resolution times.
• Maintain quality and on-going internal and external communication throughout your analysis.
• Prioritize daily tasks and manage critical issues and situations.
• Contribute to the Knowledge Base, document troubleshooting and problem resolution steps
• Initiate and performing changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes.
• Assist customer support (Tier 2 teams) with troubleshooting product issues/questions.

Have you got what it takes?

• 4-8 years of Customer Support experience
• Excellent hands-on experience in managing Application Support (3 tier/2 tier apps)
• Strong problem solving, analytical and communication skills
• Exposure in handling complex application performance issues
• Exposure to APM tools like AppDynamics, Dynatrace
• Excellent skills on managing containerized / cloud-based application with exposure to various cloud services (EC2, S3, IAM, ELB, VPC, VPN).
• Good experience in a DevOps environment / Operations team / Infrastructure Operations team.
• Excellent Troubleshooting skills
• OS level knowledge (Windows or Linux)
• Database skills ( SQL ,Oracle or Postgres / Casandra)
• Application Server ( skills on any of Middleware technologies e.g. – Tomcat , WebLogic , WebSphere)
• Ability to identify the underlying root cause of performance issues & mitigate bottlenecks
• Good understanding on Networking , Load balancers
• Good communication both written and verbal
• Exposure to scripting language (Ansible, Perl, Python, Ruby, Shell script, Powershell etc.)
• Experience in working with tools like OpsGenie, Nagios, Rundeck,
• Good understanding in Kubernetes.
• Cloud / Application level Security experience
• Experience in Banking & Financial domain
• Has worked in an Agile / Sprint development model

• 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.

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