Senior Technical Support Engineer
Job Description
- 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.
- Provide Tier 3 support for deployed applications.
- Monitor system dashboards and alerts.
- Collaborate with advanced support and R&D teams.
- Ensure high availability, performance, and reliability of services.
- Work in a 24x7 rotational support role.
- Monitor and manage production environments using Azure Monitor, Application Insights, Grafana, and Kibana.
- Respond to Azure alerts, investigate telemetry and logs, and identify root causes.
- Troubleshoot REST APIs using Postman.
- Perform log analysis and diagnostics using Kibana and Application Insights.
- Collaborate with Tier 4 support and R&D to escalate and resolve complex incidents.
- Ensure accurate and timely resolution of issues within defined SLAs and KPIs.
- Contribute to the creation of runbooks, knowledge base articles, and standard operating procedures (SOPs).
- Participate in 24x7 rotational shifts, including nights, weekends, and holidays.
- Bachelor’s degree in Computer Science, Information Technology, or related field (B.E/B.Tech/BS).
- 3–5 years of experience in technical support, application monitoring, or cloud support services.
- Strong hands-on experience with Azure Cloud Services (Monitor, Alerts, Application Insights), Grafana, Kibana, Postman.
- Good understanding of cloud-native web applications and microservices architecture.
- Familiarity with Linux/Unix systems and basic shell commands.
- Experience with ITSM/ticketing tools like ServiceNow, Jira, or Zendesk.
- Excellent communication, analytical thinking, and problem-solving skills.
- Willingness to work in a 24x7 rotational support model.
- Join an ever-growing, market disrupting, global company
- Teams comprised of the best of the best
- Work in a fast-paced, collaborative, and creative environment
- Chance to learn and grow
- Endless internal career opportunities across multiple roles, disciplines, domains, and locations
- NiCE-FLEX hybrid model: 2 days working from the office and 3 days of remote work, each week
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?
We are seeking a proactive and detail-oriented Technical Support Engineer to join our support operations team. In this role, you will provide Tier 3 support for deployed applications, monitor system dashboards and alerts, and collaborate with advanced support and R&D teams to ensure high availability, performance, and reliability of our services. This is a 24x7 rotational support role critical to maintaining seamless global operations.
How will you make an impact?
- Monitor and manage production environments using tools like Azure Monitor, Application Insights, Grafana, and Kibana.
- Respond to Azure alerts, investigate telemetry and logs, and identify root causes of application issues.
- Troubleshoot REST APIs using Postman, diagnose request/response failures, and validate integrations.
- Perform log analysis and diagnostics using Kibana and Application Insights.
- Collaborate with Tier 4 support and R&D to escalate and resolve complex incidents.
- Ensure accurate and timely resolution of issues within defined SLAs and KPIs.
- Contribute to the creation of runbooks, knowledge base articles, and standard operating procedures (SOPs).
- Participate in 24x7 rotational shifts, including nights, weekends, and holidays.
Have you got what it takes?
- Bachelor’s degree in Computer Science, Information Technology, or related field (B.E/B.Tech/BS).
- 3–5 years of experience in technical support, application monitoring, or cloud support services.
- Strong hands-on experience with:
- Azure Cloud Services (Monitor, Alerts, Application Insights)
- Grafana and Kibana for metrics/logs visualization
- Postman for API testing and troubleshooting
- Good understanding of cloud-native web applications and microservices architecture.
- Familiarity with Linux/Unix systems and basic shell commands.
- Experience with ITSM/ticketing tools like ServiceNow, Jira, or Zendesk.
- Excellent communication, analytical thinking, and problem-solving skills.
- Willingness to work in a 24x7 rotational support model.
You will have an advantage if you also have:
- 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.
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: 7435
Reporting into: Technical Manager /Director of Engineering
Role Type: Individual Contributor
