Senior Technical Support Engineer

So, what’s the role all about?

We're looking for a sharp, resourceful engineer to take on our toughest production problems on a cloud-based enterprise platform — a system of interconnected services running on Azure that ingests data from external sources. You'll be the person who diagnoses what others can't, gets to root cause fast, and ships a resolution customers can rely on. 

This isn't a monitoring seat. It's closer to a forward-deployed role: you'll work directly with customers and product teams, understand how they actually use the platform, and solve real problems end to end. We're not looking for a superhero who claims to know everything — we want someone smart, curious, and driven, with a track record of building automations that make their own work, and their team's, faster and more reliable. If you reach for a script or an AI tool before doing the same task by hand a third time, you'll fit right in.

How will you make an impact?  

• Own complex production incidents on our Azure-based platform — investigate, diagnose to root cause, and drive resolution across the services and external data integrations involved. 

• Work shoulder-to-shoulder with customers and R&D as a forward-deployed problem-solver: understand the real-world use case, reproduce the issue, and deliver a fix or workaround that sticks. 

• Diagnose issues across the full stack — application telemetry and logs, REST APIs, database queries, and data-ingestion pipelines from external sources. 

• Build automations — scripts, tools, and workflows — that eliminate repetitive work, speed up diagnosis, and stop incidents from recurring. 

• Use and build with AI: apply AI-powered tools to accelerate troubleshooting, and bring hands-on knowledge of how AI solutions are developed to create smarter support tooling. 

• Turn every hard-won fix into reusable knowledge — runbooks, KB articles, and SOPs the whole team can lean on. 

• Escalate cleanly to Tier 4 / R&D when needed, with the diagnostic groundwork already done. 

• Meet defined SLAs and KPIs, and participate in 24x7 rotational shifts, including nights, weekends, and holidays. 

Have you got what it takes?

• 3–5 years diagnosing and resolving production issues in a cloud (ideally Azure) enterprise environment. 

• Proven expertise troubleshooting live applications end to end: reading telemetry and logs (Application Insights, Kibana, Grafana, Azure Monitor), debugging REST APIs (Postman), and writing SQL to investigate data and establish root cause. 

• A builder's instinct — concrete examples of automations you've created to make support work faster, more consistent, or less manual (Shell, PowerShell, Python, or similar). 

• Working knowledge of AI development, not just AI usage — you understand how solutions built with AI and LLMs come together and can apply that to support tooling. 

• Solid grasp of cloud-native web applications, microservices, and how data flows between integrated services and external sources. 

• Comfort across Windows/Linux/Unix and the command line, and experience with ITSM tools such as ServiceNow, Jira, or Zendesk. 

• Strong communication and a genuine go-getter mindset — you take ownership, chase problems down, and don't wait to be told. 

• Bachelor's degree in Computer Science, Information Technology, or a related field (B.E/B.Tech/BS). 

• Willingness to work in a 24x7 rotational support model. 

Nice to Have 

• Hands-on experience with Azure AI Services, Azure OpenAI, Microsoft Copilot, or building on enterprise AI/LLM platforms. 

• Containerization (Docker) and orchestration (Kubernetes). 

• Experience with CI/CD pipelines and DevOps practices. 

• ITIL Foundation certification or working knowledge of ITIL processes. 

 What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

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. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 11507

Reporting into: Tech Manager

Role Type: Individual Contributor