Senior Technical Support Engineer

Summary

Join NiCE, a global leader in innovative cloud services, as a Senior Advanced Technical Support Engineer. You will be responsible for providing expert support, resolving complex technical issues, and collaborating with cross-functional teams. This role requires analyzing and resolving escalated issues, using telemetry and logs to determine root causes, and creating documentation to support regional teams. You will also collaborate with engineering and R&D to improve products and proactively identify and solve challenging cases. The ideal candidate will have 3-5 years of cloud technical support experience, strong data handling skills, and proficiency in scripting and API querying. NiCE offers a flexible hybrid work model (2 days in office, 3 days remote) and a collaborative work environment.

Requirements

• 3–5 years of experience in cloud technical support
• Strong understanding of data handling and MS SQL
• Experience in scripting or programming (e.g., C#, PowerShell)
• Proficiency in querying APIs (REST, SOAP)
• Exposure to SOA and commercial cloud platforms (especially Azure)
• Excellent analytical, troubleshooting, and communication skills

Responsibilities

• Analyze and resolve complex technical issues escalated by regional Tier 2 support team
• Use telemetry, logs, and traces to determine root cause and implement corrective actions
• Deliver scripts, tooling, and documentation to enable regional team
• Collaborate with Engineering, R&D, and Cloud Operations on product improvements
• Write and maintain knowledge base articles and troubleshooting guides
• Work on test and production systems to replicate and diagnose issues
• Proactively pull and solve challenging cases to enhance team capability

Preferred Qualifications

• Scripting knowledge in Shell , PowerShell , or Python
• Understanding of containerization (Docker) and orchestration (Kubernetes)
• ITIL Foundation certification or working knowledge of ITIL processes
• Exposure to CI/CD pipelines and DevOps practices

Benefits

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