Senior 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?

We are seeking a proactive and detail-oriented Technical Support Engineer to join our support operations team. In this role, you will provide Tier 3 support for deployed applications, monitor system dashboards and alerts, and collaborate with advanced support and R&D teams to ensure high availability, performance, and reliability of our services. This is a 24x7 rotational support role critical to maintaining seamless global operations.

How will you make an impact?

• Monitor and manage production environments using tools like Azure Monitor , Application Insights , Grafana , and Kibana .
• Respond to Azure alerts , investigate telemetry and logs, and identify root causes of application issues.
• Troubleshoot REST APIs using Postman , diagnose request / response failures, and validate integrations.
• Perform log analysis and diagnostics using Kibana and Application Insights .
• Collaborate with Tier 4 support and R&D to escalate and resolve complex incidents.
• Ensure accurate and timely resolution of issues within defined SLAs and KPIs .
• Contribute to the creation of runbooks, knowledge base articles, and standard operating procedures (SOPs).
• Participate in 24x7 rotational shifts , including nights, weekends, and holidays.

Have you got what it takes?

You will have an advantage if you also have :

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 : 7435

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.