Senior Technical Support Engineer

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're looking for a sharp, resourceful engineer to take on our toughest production problems on a cloud-based enterprise platform — a system of interconnected services running on Azure that ingests data from external sources. You'll be the person who diagnoses what others can't, gets to root cause fast, and ships a resolution customers can rely on. This isn't a monitoring seat. It's closer to a forward-deployed role: you'll work directly with customers and product teams, understand how they actually use the platform, and solve real problems end to end. We're not looking for a superhero who claims to know everything — we want someone smart, curious, and driven, with a track record of building automations that make their own work, and their team's, faster and more reliable. If you reach for a script or an AI tool before doing the same task by hand a third time, you'll fit right in. How will you make an impact? • Own complex production incidents on our Azure-based platform — investigate, diagnose to root cause, and drive resolution across the services and external data integrations involved. • Work shoulder-to-shoulder with customers and R&D as a forward-deployed problem-solver: understand the real-world use case, reproduce the issue, and deliver a fix or workaround that sticks. • Diagnose issues across the full stack — application telemetry and logs, REST APIs, database queries, and data-ingestion pipelines from external sources. • Build automations — scripts, tools, and workflows — that eliminate repetitive work, speed up diagnosis, and stop incidents from recurring. • Use and build with AI: apply AI-powered tools to accelerate troubleshooting, and bring hands-on knowledge of how AI solutions are developed to create smarter support tooling. • Turn every hard-won fix into reusable knowledge — runbooks, KB articles, and SOPs the whole team can lean on. • Escalate cleanly to Tier 4 / R&D when needed, with the diagnostic groundwork already done. • Meet defined SLAs and KPIs, and participate in 24x7 rotational shifts, including nights, weekends, and holidays. Have you got what it takes? <li data-leveltext