Senior Specialist Technical Support Engineer

Summary

Join NICE, a global leader in software solutions, as a Senior Specialist Technical Support Engineer. Deliver technical support to end-users on NICE's Service and Sales Performance Management software. Diagnose and resolve complex performance issues in large-scale SaaS applications hosted on AWS. Collaborate with engineering, DevOps, and customer success teams. Provide technical guidance and mentorship to junior engineers. Act as an escalation point for critical customer issues. Develop and maintain runbooks and knowledge base articles. Participate in on-call rotations and incident response efforts. This role offers a hybrid work model (NICE-FLEX) with opportunities for growth within a fast-paced, collaborative environment.

Requirements

• 10+ years of experience in technical support, site reliability engineering, or performance engineering roles
• Deep understanding of AWS services such as EC2, RDS, S3, Lambda, ELB, ECS/EKS, and CloudFormation
• Proven experience troubleshooting performance issues in high-availability, multi-tenant SaaS environments
• Strong knowledge of networking, load balancing, and distributed systems
• Proficiency in scripting languages (e.g., Python, Bash) and familiarity with infrastructure-as-code tools (e.g., Terraform, CloudFormation)
• Excellent communication and customer-facing skills

Responsibilities

• Serve as a subject matter expert in troubleshooting performance issues across distributed SaaS environments in AWS
• Interfacing with various R&D groups, Customer Support teams, Business Partners and Customers Globally to address CSS Recording and Compliance application related product issues and resolve high-level issues
• Analyze logs, metrics, and traces using tools like CloudWatch, X-Ray, Datadog, New Relic, or similar
• Collaborate with development and operations teams to identify root causes and implement long-term solutions
• Provide technical guidance and mentorship to junior support engineers
• Act as an escalation point for critical customer issues, ensuring timely resolution and communication
• Develop and maintain runbooks, knowledge base articles, and diagnostic tools to improve support efficiency
• Participate in on-call rotations and incident response efforts

Preferred Qualifications

• AWS certifications (e.g., Solutions Architect, DevOps Engineer)
• Experience with observability platforms (e.g., Prometheus, Grafana, Splunk)
• Familiarity with CI/CD pipelines and DevOps practices
• Experience working in ITIL or similar support frameworks

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