Senior Advanced Support Engineer

Summary

Join NICE, a global leader in software solutions, and become a key member of our support team. This role focuses on providing expert analysis and solutions for complex support and integration issues escalated by regional teams. You will develop subject matter expertise in our core technologies, utilize tools to analyze data, and provide root cause corrections. Responsibilities include developing scripts, tooling, and documentation, identifying and reporting software issues, collaborating on internal tools, and managing communication between development and support teams. The ideal candidate possesses strong technical and analytical skills, extensive experience in data handling and programming, and excellent communication abilities. NICE offers a flexible hybrid work model (NICE-FLEX) with opportunities for professional growth and development within a dynamic and collaborative environment.

Requirements

• Excellent technical and analytical skills
• 4+ years of experience and in-depth knowledge of data handling and MS SQL
• Experience of Programming or Advanced Scripting (C#, PowerShell, etc.)
• Experience querying API’s (REST, SOAP) and processing the output
• Experience working on Production and Test customer systems
• Exposure to SOA applications and services
• Exposure to commercial cloud providers (Ideally Azure, others considered)
• Efficient, effective, and respectful communication skills both with customers and within internal departments
• Good listener, able to identify and validate assumptions
• Able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it
• Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems and reproducing issues in a local environment
• Multi-tasking and time-management to prioritise and switch between varied tasks
• Be flexible with working hours when needed to address critical or urgent matters

Responsibilities

• 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
• 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

Benefits

• 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