Senior Technical Support Engineer

undefined ago • 3-5 Years • Software Development & Engineering

Job Summary

Job Description

NiCE is seeking a proactive and detail-oriented Senior Technical Support Engineer to provide Tier 3 support for deployed applications. This role involves monitoring production environments, responding to Azure alerts, troubleshooting REST APIs, and performing log analysis. The engineer will collaborate with R&D and advanced support teams to ensure high availability and resolve complex incidents within SLAs. This is a 24x7 rotational role, requiring strong technical skills in cloud services and problem-solving.
Must have:
  • Provide Tier 3 support for deployed applications.
  • Monitor system dashboards and alerts.
  • Collaborate with advanced support and R&D teams for service reliability.
  • Manage production environments using Azure Monitor, Application Insights, Grafana, Kibana.
  • Respond to Azure alerts, investigate telemetry, logs, and identify root causes.
  • Troubleshoot REST APIs with Postman, diagnose failures, and validate integrations.
  • Perform log analysis and diagnostics using Kibana and Application Insights.
  • Escalate and resolve complex incidents with Tier 4 support and R&D.
  • Ensure accurate, timely issue resolution within defined SLAs and KPIs.
  • Contribute to runbooks, knowledge base articles, and SOPs.
  • Participate in 24x7 rotational shifts, including nights, weekends, and holidays.
Good to 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.
Perks:
  • Join an ever-growing, market disrupting, global company.
  • Work with teams comprised of the best of the best.
  • Work in a fast-paced, collaborative, and creative environment.
  • Chance to learn and grow every day.
  • Endless internal career opportunities across multiple roles, disciplines, domains, and locations.
  • NiCE-FLEX hybrid model: 2 days office, 3 days remote work each week.

Job Details

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.

Similar Jobs

Ion - Head of Presentation Graphics

Ion

Toronto, Ontario, Canada (On-Site)
4 Months ago
USE Insider - Solution Architect

USE Insider

London, England, United Kingdom (Hybrid)
1 Month ago
Landor - Design Director, 3D

Landor

New York, New York, United States (Hybrid)
1 Month ago
Sonar Source - Lead Cloud Platform Engineer

Sonar Source

Geneva, Geneva, Switzerland (On-Site)
5 Months ago
Saama - Principal, Client Partner (Insurance)

Saama

United States (On-Site)
4 Months ago
Jane Street - Linux Engineer

Jane Street

New York, United States (On-Site)
1 Month ago
Extreme Inc. - Operations and Maintenance Engineer

Extreme Inc.

Tokyo, Japan (On-Site)
3 Months ago
Trellix - Senior Software Engineer

Trellix

Bengaluru, Karnataka, India (On-Site)
2 Months ago
Apple - Engineering Project Manager - Health Software

Apple

Sunnyvale, California, United States (On-Site)
2 Months ago
JDA - Software Engineer

JDA

Dallas, Texas, United States (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Coupa - Account Executive, Mid-Market

Coupa

Boston, Massachusetts, United States (Remote)
1 Month ago
Riot Games - Senior Game Product Manager (Monetization and Growth) - FFGS

Riot Games

Shanghai, Shanghai, China (On-Site)
8 Months ago
Unity - Lead Compensation Program Manager – Market Strategy & Structure

Unity

Montreal, Quebec, Canada (On-Site)
2 Weeks ago
Collective Ace - Business Development Manager - Central/Eastern Europe

Collective Ace

Berlin, Berlin, Germany (Remote)
4 Months ago
bytedance - Backend Software Engineer, Enterprise Solution

bytedance

San Jose, California, United States (On-Site)
4 Months ago
Room 8 Group - Change Manager

Room 8 Group

Ukraine (Remote)
2 Months ago
bytedance - Content Strategy Operations - Lemon8

bytedance

Los Angeles, California, United States (On-Site)
4 Months ago
Synechron - Guidewire Policy Center Configuration Lead

Synechron

Warren, New Jersey, United States (On-Site)
1 Year ago
Qualcomm - Customer Engineer, Staff

Qualcomm

Santa Clara, California, United States (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Pune, Maharashtra, India

IDZ Digital gaming - Unity Game Developer

IDZ Digital gaming

Mumbai, Maharashtra, India (On-Site)
3 Weeks ago
Ion - Senior Credit Research Analyst - 271

Ion

Mumbai, Maharashtra, India (On-Site)
10 Months ago
Virtusa - DevOps Lead

Virtusa

Pune, Maharashtra, India (Hybrid)
9 Months ago
cyara - Senior Financial Analyst

cyara

Hyderabad, Telangana, India (Hybrid)
1 Month ago
Accenture - Supply Chain & Cloud Digital MAG Cloud Senior Manager

Accenture

Mumbai, Maharashtra, India (On-Site)
3 Weeks ago
Capgemini - IBM BAW Developer

Capgemini

Hyderabad, Telangana, India (On-Site)
2 Months ago
Rippling - Senior Software Engineer - Spend Management

Rippling

Bengaluru, Karnataka, India (On-Site)
9 Months ago
Sony Music Career - Junior Coordinator, Content Review

Sony Music Career

Mumbai, Maharashtra, India (On-Site)
1 Month ago
Nagarro - Associate Staff Engineer, .Net Web

Nagarro

Hyderabad, Telangana, India (On-Site)
10 Months ago
Reliance Industries  - Manual Do QA

Reliance Industries

Bengaluru, Karnataka, India (On-Site)
9 Months ago

Get notifed when new similar jobs are uploaded

Software Development & Engineering Jobs

Marvell - Distinguished Engineer, Switch Architect

Marvell

Santa Clara, California, United States (On-Site)
1 Month ago
ShyftLabs - VDI Engineer

ShyftLabs

Noida, Uttar Pradesh, India (Hybrid)
1 Month ago
FlockSafety - Software Engineering Manager / Technical Lead

FlockSafety

United States (Remote)
2 Months ago
Apple - Software Development Engineer - Maps

Apple

Cupertino, California, United States (On-Site)
3 Weeks ago
Tesla - Senior Equipment Maintenance Engineer

Tesla

North Brabant, Netherlands (On-Site)
6 Months ago
PwC - Manager Digital Transformation - SAP Technology

PwC

Amsterdam, North Holland, Netherlands (Hybrid)
10 Months ago
Sprinkler - Manager, Software Development

Sprinkler

Gurugram, Haryana, India (On-Site)
1 Month ago
Thales - IVV Functional Engineer

Thales

Vélizy-Villacoublay, Île-de-France, France (On-Site)
2 Months ago
GoDaddy - Senior Software Engineer

GoDaddy

Colombia (Remote)
2 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Manila, Metro Manila, Philippines (Hybrid)

Pune, Maharashtra, India (Hybrid)

United States (Remote)

Pune, Maharashtra, India (Hybrid)

Manila, Metro Manila, Philippines (Hybrid)

Pune, Maharashtra, India (Hybrid)

Pune, Maharashtra, India (Hybrid)

Pune, Maharashtra, India (Hybrid)

Richardson, Texas, United States (Hybrid)

Southampton, England, United Kingdom (Hybrid)

View All Jobs

Get notified when new jobs are added by Nice

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug