Product Support Engineer

Summary

Join NiCE, a global leader in customer experience, financial crime fighting, and public safety, as a Product L3 Support Engineer for Actimize solutions. This pivotal role ensures seamless operation, maintenance, and optimization of Actimize solutions used for financial crime detection, risk management, and compliance. You will resolve complex issues, enhance system performance, and provide advanced support to L1 and L2 teams. Your contributions directly impact performance, reliability, and customer satisfaction. You will build trust with clients through prompt communication and technical expertise, driving operational excellence and supporting financial crime prevention. This role also involves innovating and improving solutions and elevating team capabilities through knowledge sharing and documentation.

Requirements

• Total experience: 4-8 years
• Hands-on experience in Java, J2ee L3 support, with good debugging & diagnosis skills
• Hands-on experience on any of the application servers (Tomcat, JBoss, WebSphere, WebLogic)
• Hands-on experience with databases like Oracle or SQL Server, including writing complex queries and performance tuning
• Familiarity with middleware (MQ, Kafka) and REST APIs for system integrations
• Basic knowledge in scripting languages such as Python, Shell, or PowerShell for troubleshooting
• Ability to perform root cause analysis and resolve intricate issues efficiently
• Recognize patterns and anomalies in system behavior to prevent recurring problems
• Think creatively to implement sustainable fixes and optimizations
• Strong ability to create detailed technical guides, FAQs, and troubleshooting steps
• Communicate complex technical concepts effectively with non-technical stakeholders
• Work seamlessly with L1/L2 teams, developers, and clients to resolve issues collaboratively
• A relentless commitment to ensuring client satisfaction and improving the user experience
• Stay calm and resourceful under pressure during high-stakes situations
• Stay updated on Actimize product updates, compliance requirements, and industry trends
• Prior experience in L3 support, preferably in the financial services or compliance domain
• Familiarity with ITIL, incident management, and service delivery best practices

Responsibilities

• Ensure Business Continuity by resolving complex and critical issues efficiently, minimizing downtime for Actimize solutions
• Proactively monitor systems and perform performance tuning to prevent disruptions
• Enhance Customer Trust by demonstrating a commitment to excellence and reliability as the technical expert
• Maintain prompt, transparent communication during incident resolution to strengthen customer relationships
• Drive Operational Excellence by improving the efficiency and accuracy of L1 and L2 teams through guidance, training, and advanced troubleshooting support
• Streamline issue escalation processes to reduce resolution times and improve service delivery
• Support Financial Crime Prevention by ensuring Actimize solutions perform optimally, contributing to safer financial ecosystems
• Address product defects and ensure seamless functionality to enable institutions to meet regulatory standards and prevent financial crimes
• Innovate and Improve Solutions by providing feedback on recurring issues and system inefficiencies to drive product improvements
• Collaborate with development teams to ensure Actimize solutions evolve to meet dynamic demands
• Elevate Team Capabilities by sharing knowledge and expertise to enhance the skills of colleagues
• Contribute to documentation and training to empower others to handle challenges more effectively

Preferred Qualifications

• Knowledge of Scala is an added advantage
• Knowledge of Actimize solutions, including modules like SAM, CDD, RCM, or Fraud Detection is an added advantage
• Certifications in AWS, Actimize, database management, or ITIL are advantageous

Benefits

2 days working from the office and 3 days of remote work, each week