L3 Product Support Engineer

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?

Product L3 Support Engineer for one of the line of business of Actimize (Financial Security domain). It is a pivotal role in ensuring the seamless operation, maintenance, and optimization of Actimize solutions, which are widely used for financial crime detection, risk management, and compliance. This role bridges technical expertise and customer support, focusing on resolving complex issues, enhancing system performance, and providing advanced-level assistance to L1 and L2 support teams.

How will you make an impact?

As an Actimize L3 Support Engineer, your contributions will directly influence the performance, reliability, and customer satisfaction of Actimize solutions -

1. Ensuring Business Continuity

• By resolving complex and critical issues efficiently, you minimize downtime for Actimize solutions, ensuring uninterrupted services for financial institutions.
• Your proactive system monitoring and performance tuning prevent disruptions, enabling clients to focus on combating financial crimes.

1. Enhancing Customer Trust

• Your role as the technical expert builds trust with clients by demonstrating a commitment to excellence and reliability.
• Prompt, transparent communication during incident resolution strengthens customer relationships and fosters loyalty.

1. Driving Operational Excellence

• Your expertise improves the efficiency and accuracy of L1 and L2 teams by providing them with guidance, training, and advanced troubleshooting support.
• By streamlining issue escalation processes, you reduce resolution times, improving overall service delivery.

1. Supporting Financial Crime Prevention

• Actimize products are critical for detecting fraud, managing compliance, and mitigating financial risks. Your role ensures these solutions perform optimally, directly contributing to safer financial ecosystems.
• By addressing product defects and ensuring seamless functionality, you enable institutions to meet regulatory standards and prevent financial crimes.

1. Innovating and Improving Solutions

• Your feedback on recurring issues and system inefficiencies helps drive product improvements, benefiting a broader client base.
• Collaboration with development teams ensures Actimize solutions evolve to meet the dynamic demands of financial crime detection and risk management.

1. Elevating Team Capabilities

• Sharing your knowledge and expertise enhances the skills of colleagues, fostering a more competent and self-sufficient support team.
• Your contributions to documentation and training empower others to handle challenges more effectively.

Have you got what it takes?

1. Total experience : 4 - 8 years

1. Strong Technical Skills

• Programming Language: Hands on experience in Java, J2ee L3 support , having good debugging & diagnosis skills. Knowledge of Scala is added advantage.
• Application Servers:  Hands on experience on any of the application servers (Tomcat, JBoss, WebSphere, WebLogic)
• Database Proficiency: Hands-on experience with databases like Oracle or SQL Server, including writing complex queries and performance tuning.
• Integration Know-How: Familiarity with middleware (MQ, Kafka) and REST APIs for system integrations.
• Scripting Knowledge: Basic Knowledge in scripting languages such as Python, Shell, or PowerShell for troubleshooting.
• Actimize Expertise: Knowledge of Actimize solutions, including modules like SAM, CDD, RCM, or Fraud Detection is added advantage.

1. Exceptional Problem-Solving Abilities

• Analytical Thinking: Ability to perform root cause analysis and resolve intricate issues efficiently.
• Attention to Detail: Recognize patterns and anomalies in system behavior to prevent recurring problems.
• Innovation: Think creatively to implement sustainable fixes and optimizations.

1. Advanced Communication Skills

• Clear Documentation: Strong ability to create detailed technical guides, FAQs, and troubleshooting steps.
• Customer Interaction: Communicate complex technical concepts effectively with non-technical stakeholders.
• Team Collaboration: Work seamlessly with L1/L2 teams, developers, and clients to resolve issues collaboratively.

1. Drive for Excellence

• Customer Focus: A relentless commitment to ensuring client satisfaction and improving the user experience.
• Resilience: Stay calm and resourceful under pressure during high-stakes situations.
• Continuous Learning: Stay updated on Actimize product updates, compliance requirements, and industry trends.

1. Relevant Experience and Qualifications

• Work Experience: Prior experience in L3 support, preferably in the financial services or compliance domain.
• Frameworks and Standards: Familiarity with ITIL, incident management, and service delivery best practices.
• Certifications: Certifications in AWS , Actimize, database management, or ITIL are advantageous.

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: 7652
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.