Software Engineer

Summary

Join NiCE, a global market leader, as a Sustenance Engineer and oversee the end-to-end management of software incidents. You will act as an R&D focal point for customer-reported incidents, diagnose software bugs, and collaborate with various teams. Responsibilities include optimizing incident management tools, managing escalated issues, providing timely updates to stakeholders, and facilitating communication between departments. You will also develop training programs and implement recommendations to improve incident response and prevention. This role requires a Bachelor's or Master's degree in Computer Science or a related field, 2+ years of experience in technical troubleshooting, and strong technical and problem-solving skills. NiCE offers a hybrid work model (NiCE-FLEX) with flexibility between office and remote work.

Requirements

• Bachelor/Master of Engineering Degree in Computer Science, Electronic Engineering or equivalent from reputed institute
• 2+ years of experience in technical troubleshooting, preferably in a software or IT environment
• Proven track record of managing complex incidents and coordinating cross-functional teams
• Strong technical knowledge of software systems and case management processes
• Excellent problem-solving and analytical skills
• Effective communication and interpersonal skills
• Experience with incident management tools and platforms (e.g., JIRA, ServiceNow)
• Ability to work under pressure and manage multiple priorities

Responsibilities

• Act as an R&D focal point for customer reported incidents, including replicating and diagnosing potential software bugs
• Consult with technical support on identifying bugs and proper use of products and features
• Optimize or develop incident management tools and technologies to enhance incident tracking and resolution
• Effectively manage escalated or high impact issues
• Provide clear and timely updates to stakeholders during incidents, including status updates and resolution timelines
• Facilitate communication between tech support, R&D teams, and other relevant departments
• Implement recommendations based on review findings to improve future incident response and prevention
• Develop and deliver training programs for tech support and NOC teams to improve incident detection, escalation, and handling

Preferred Qualifications

Relevant certifications (e.g., ITIL, Incident Management) are a plus

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