Senior Advanced Technical Support Engineer

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

Here at NICE Public Safety, we provide state of the art solutions for the Public Safety & Justice market, providing software as a service for multi-media evidence management and Emergency Contact Centres to a worldwide customer base.

The primary focus will be providing expert insight and analysis of complex support and integration issues, escalated by our regional T2 / 3 support teams. This role will be required to deliver scripts, tooling, documentation, knowledge articles and guidance to the regional teams to reduce the ongoing effort required to support our products.

How will you make an impact

• Develop subject matter expertise in our core technologies and services.
• Use tools to pull and effectively analyse logs, traces, and other telemetry to determine the root cause of issues.
• Ensure sufficient diagnostic data is collected to identify issues.
• Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue.
• Identify, document, and report issues with software, design, reliability, and maintenance issues to the relevant teams, ensuring that they are aware of and are addressing customer expectations.
• Collaborate and help build utilities and tools for internal use that enable you and your fellow Engineers to operate safely at high speed / wide scale.
• Work with Cloud Operations and the development team manager / architects to assign the escalated tasks to the correct teams and resolve such issues
• Manage the communications between development teams and regional support.
• Proactively pull cases from the queue based upon your skills and abilities, and work cases that are increasingly challenging to develop and sharpen your skills.

Have you got what it takes

What's in it for you

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 : 9314

Reporting into : Tech Manager

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.

Skills Required

Rest, Ms Sql, Data Handling, Powershell, Soap, Programming, Azure