Job description
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
Job Summary:
The Sustenance Engineer will oversee the end-to-end management of software incidents, ensuring timely resolution and effective communication with stakeholders. The role involves coordinating and collaborating on customer break/fix reports, performing root cause analysis, and coordinating with R&D teams and other departments. The ideal candidate will have strong technical knowledge, excellent problem-solving skills, and experience in identifying and resolving bugs within a software environment.
We are looking for a QA Engineer , Tech Support or Software engineer – Production & Incident Analysis to own the investigation and coordination of production issues and customer-reported incidents.
This role is not a traditional QA testing position and does not focus on writing new features or code fixes.
Instead, this role sits at the intersection of QA, technical support, and R&D, with a strong focus on incident ownership, log analysis, root cause investigation, and cross-team coordination.
The ideal candidate enjoys understanding why things break in production, analyzing system behavior, and working closely with engineering teams to drive resolution and prevent future incidents.
Key Responsibilities:
- Act as an R&D focal point for customer reported incidents, including replicating and diagnosing potential software bugs
- Consult with technical support on identifying bugs and proper use of products and features
- Optimize or develop incident management tools and technologies to enhance incident tracking and resolution
- Effectively manage escalated or high impact issues
- Provide clear and timely updates to stakeholders during incidents, including status updates and resolution timelines.
- Facilitate communication between tech support, R&D teams, and other relevant departments.
- Implement recommendations based on review findings to improve future incident response and prevention.
- Develop and deliver training programs for tech support and NOC teams to improve incident detection, escalation, and handling.
- Maintain comprehensive incident documentation, including incident reports, root cause analyses, and resolution details.
- Understand the code development process and be proficient in reading and analyzing logs
What this role is not:
- Not focused on manual or automated feature testing
- Not a software development role
- Not responsible for implementing code fixes
- Not entry-level technical support
Qualifications:
Education:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Relevant certifications (e.g., ITIL, Incident Management) are a plus.
We are open to candidates coming from different technical backgrounds, including:
- 3+ years of experience as a QA Automation Engineer, Software Engineer, or Software Developer
OR
- 5+ years of experience in technical troubleshooting or production support within a software environment.
Technical Skills:
Strong understanding of the software development lifecycle.
Proficiency in reading, analyzing, and interpreting application logs.
Experience investigating complex technical issues in production environments.
Familiarity with incident management or case tracking tools (e.g., JIRA, ServiceNow or similar).
Solid analytical and problem-solving skills.
Soft Skills:
Strong communication skills and ability to explain technical issues clearly.
Ownership mindset and comfort working under pressure.
Ability to collaborate across teams and manage multiple priorities.
Structured and detail-oriented approach to problem-solving.
Why join this role:
Work closely with R&D and engineering teams on real production challenges.
Play a critical role in product stability and customer trust.
Gain deep exposure to system behavior and complex software environments.
Opportunity to influence process improvements and prevention strategies.
Collaborative, learning-oriented environment with room to grow.
If you enjoy investigating production issues, analyzing logs, understanding system behavior, and coordinating technical teams, this role is for you — even if your background is in QA Automation, Software Engineering, or Technical Support.
#LI-Hybrid
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
