Senior Technical Support Engineer

Summary

Join NICE and become a Senior/Specialist Technical Support Engineer, contributing to a comprehensive platform combining RPA, Desktop Automation, Desktop Analytics, AI, and Machine Learning solutions. You will diagnose and resolve technical issues, collaborate with development and infrastructure teams, and ensure seamless customer experiences. The role requires 5-7 years of experience supporting global enterprise customers, strong troubleshooting skills, and familiarity with RPA applications and cloud-based environments. You will monitor RPA bots, analyze system performance, and provide L1/L2/L3 support. NICE offers a hybrid work model (NICE-FLEX) with 2 days in the office and 3 days remote.

Requirements

• Minimum of 5 to 7 years of experience in supporting global enterprise customers
• Monitor, troubleshoot, and maintain RPA bots in production environments
• Monitor, troubleshoot, system performance, application health, and resource usage using tools like Prometheus, Grafana, or similar
• Data Analytics - Analyze trends, patterns, and anomalies in data to identify product bugs
• Provide L1/L2/L3 support for RPA application, ensuring timely resolution of incidents and service requests
• Familiarity applications running on Linux-based Kubernetes clusters
• Troubleshoot and resolve incidents related to pods, services, and deployments
• Provide technical support for applications running on both Windows and Linux platforms, including troubleshooting issues, diagnosing problems, and implementing solutions to ensure optimal performance
• Familiarity with Authentication methods like WinSSO and SAML
• Knowledge in Windows/Linux Hardening like TLS enforcement, Encryption Enforcement, Certificate Configuration
• Working and Troubleshooting knowledge in Apache Software components like Tomcat, Apache and ActiveMQ
• Working and Troubleshooting knowledge in SVN/Version Control applications
• Knowledge in DB schema, structure, SQL queries (DML, DDL) and troubleshooting
• Collect and analyze logs from servers, network devices, applications, and security tools to identify Environment/Application issues
• Network troubleshooting skills (working with different tools)
• Excellent verbal and written communication skills
• Strong troubleshooting and problem-solving skills
• Self-motivated and directed, with keen attention to details
• Team Player - ability to work well in a team-oriented, collaborative environment

Responsibilities

• Interfacing with various R&D groups, Customer Support teams, Business Partners and Customers Globally to address and resolve product issues
• Maintain quality and on-going internal and external communication throughout your investigation
• Provide high level of support and minimize R&D escalations
• Prioritize daily missions/cases and manage critical issues and situations
• Contribute to the Knowledge Base, document troubleshooting and problem resolution steps and participate in Educating/Mentoring other support engineers
• Willing to perform on call duties as required
• Excellent problem-solving skills with the ability to analyze complex issues and implement effective solutions
• Good communication skills with the ability to interact with technical and non-technical stakeholders

Preferred Qualifications

• Familiarity with ETL processes and data pipelines
• Knowledge in terminal server (Citrix)
• Basic understanding on AWS Cloud systems
• Certification in RPA platforms and working knowledge in RPA application development/support
• NICE Certification - Knowledge in RTI/RTS/APA products
• Integrate NICE's applications with customers on-prem and cloud-based 3rd party tools and applications to ingest/transform/store/validate data

Benefits

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