Senior Advanced Support Engineer (L2 Support)

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

So, what’s the role all about?

The primary focus will be providing expert insight and analysis of complex support and integration issues, escalated by our regional T2/3 support teams. This role will be required to deliver scripts, tooling, documentation, knowledge articles and guidance to the regional teams to reduce the ongoing effort required to support our products.  

How will you make an impact?

• Develop subject matter expertise in our core technologies and services. 

• Use tools to pull and effectively analyse logs, traces, and other telemetry to determine the root cause of issues. 

• Ensure sufficient diagnostic data is collected to identify issues. 

• Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue. 

• Identify, document, and report issues with software, design, reliability, and maintenance issues to the relevant teams, ensuring that they are aware of and are addressing customer expectations. 

• Collaborate and help build utilities and tools for internal use that enable you and your fellow Engineers to operate safely at high speed / wide scale. 

• Work with Cloud Operations and the development team manager/architects to assign the escalated tasks to the correct teams.  

• Manage the communications between development teams and regional support. 

• Proactively pull cases from the queue based upon your skills and abilities, and work cases that are increasingly challenging to develop and sharpen your skills. 

Have you got what it takes?

• Excellent technical and analytical skills. 

• 4+ years of experience and in-depth knowledge of data handling and MS SQL. 

• Experience of Programming or Advanced Scripting (C#, PowerShell, etc.) 

• Experience querying API’s (REST, SOAP) and processing the output. 

• Experience working on Production and Test customer systems. 

• Exposure to SOA applications and services. 

• Exposure to commercial cloud providers (Ideally Azure, others considered) 

• Efficient, effective, and respectful communication skills both with customers and within internal departments. Including, 

• Good listener, able to identify and validate assumptions. 

• Able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it. 
• Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems and reproducing issues in a local environment. 
• Multi-tasking and time-management to prioritise and switch between varied tasks. 
• Be flexible with working hours when needed to address critical or urgent matters.

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: 5996
Reporting into: Manager
Role Type: Individual Contributor

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.