Tech Manager

So, what’s the role all about?

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’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!

Requisition ID: 8502

Reporting into:

Role Type: Tech Manager

About NiCE