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.
So, what’s the role all about?
We are seeking a Senior Advanced Technical Support Engineer to work with an innovative product launching in an area new to cloud services. You will be responsible for providing expert insights into complex support and integration issues, building knowledge assets, and collaborating cross-functionally to ensure superior product support.
How will you make an impact?
- Analyze and resolve complex technical issues escalated by regional Tier 2 support team.
- Use telemetry, logs, and traces to determine root cause and implement corrective actions.
- Deliver scripts, tooling, and documentation to enable regional team.
- Collaborate with Engineering, R&D, and Cloud Operations on product improvements.
- Write and maintain knowledge base articles and troubleshooting guides.
- Work on test and production systems to replicate and diagnose issues.
- Proactively pull and solve challenging cases to enhance team capability.
Have you got what it takes?
- 3–5 years of experience in cloud technical support.
- Strong understanding of data handling and MS SQL.
- Experience in scripting or programming (e.g., C#, PowerShell).
- Proficiency in querying APIs (REST, SOAP).
- Exposure to SOA and commercial cloud platforms (especially Azure).
- Excellent analytical, troubleshooting, and communication 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!
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: 7463
Reporting into: Technical Manager/Director of Engineering
Role Type: Individual Contributor
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.
