So, what s the role all about
We are seeking an experienced Technical Manager to lead our Advanced Support function for a cloud-based product for Public Safety & Justice Customers . In this role, you will manage a skilled support team, oversee escalations, and work closely with Customer facing teams, Cloud Operations and R&D to resolve complex issues. Your focus will be on driving operational excellence, building team capability, and ensuring a seamless support experience for our customers.
How will you make an impact
- Lead and mentor a team of Advanced and Senior Advanced Technical Support Engineers.
- Manage daily triage of new and ongoing cases, ensuring critical issues are prioritized and resolved promptly.
- Own incident analytics and reporting; deliver weekly case summaries and KPI updates to leadership.
- Partner with R&D and Cloud Operations to drive root cause analysis and implement long-term fixes.
- Oversee development of internal tools, utilities, and scripts to improve support efficiency.
- Identify skill gaps, organize training, and ensure the team stays current with technologies.
- Create documentation, best practices, and reusable assets for knowledge sharing across global support teams.
- Contribute to product roadmap and planning discussions, representing the voice of Support.
Have you got what it takes
- 8 12 years of technical support experience, including at least 3 years in a leadership role.
- Strong troubleshooting and log analysis skills with hands-on experience in escalations.
- Proficiency in programming/scripting (e.g., C#, PowerShell).
- Expertise in API diagnostics, SQL, SOA services, and Microsoft Azure cloud platform.
- Proven ability to lead teams, handle high-pressure situations, and collaborate with cross-functional stakeholders.
- Excellent communication, leadership, and stakeholder management skills.
You will have an advantage if you also have:
- Scripting knowledge in
Shell
, PowerShell
, or Python
.
- Understanding of
containerization
(Docker) and orchestration (Kubernetes).
- ITIL Foundation certification or working knowledge of ITIL processes.
- Exposure to CI/CD pipelines and DevOps practices.
What sin 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.
Requisition ID: 8502
Reporting into:
Director of Engineering Role Type: Tech Manager
