Technical 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.

About the Role:

We are seeking a proactive and detail-oriented Technical Support Engineer to join our Cloud operations team. In this role, you will provide Tier 3 support for deployed applications, continuously monitor system dashboards and alerts, and work closely with advanced support teams and R&D to ensure smooth and uninterrupted service delivery. You will be working in a 24x7 rotational support model that supports global operations.

Key Responsibilities:

• Monitor and manage production applications using Azure Monitor, Application Insights, Grafana, and Kibana.
• Review and respond to Azure alerts, identify root causes, and drive incident resolution.
• Perform first-level diagnostics using Kibana logs and Application Insights telemetry.
• Collaborate with advanced support teams and R&D to investigate and resolve complex issues.
• Maintain high availability and performance of critical systems through proactive monitoring and response.
• Create and maintain knowledge base articles, SOPs, and incident resolution documentation.
• Work in rotational shifts, including nights, weekends, and holidays, to support the 24x7 operations.
• Ensure incidents and service requests are managed within defined SLAs and KPIs.
  
  

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field (B.E/B.Tech/BS).
• 1–3 years of experience in application support, Technical Support, or Cloud monitoring.
• Good understanding of Azure Cloud Services, including Azure Monitor, Alerts, and Application Insights.
• Hands-on experience with Grafana for metrics visualization and Kibana for log analysis.
• Familiarity with ticketing tools (e.g., ServiceNow, Jira) and incident management processes.
• Basic proficiency in Linux/Unix systems and shell commands.
• Strong analytical, troubleshooting, and communication skills.
• Willingness to work in a 24x7 rotational shift model.
  
  

Nice to Have:

• Exposure to scripting (e.g., Shell, PowerShell, or Python) for automation tasks.
• ITIL Foundation certification or knowledge of ITIL processes.
• Understanding of containerized applications and orchestration tools (e.g., Docker, Kubernetes).
• Experience with additional cloud platforms (AWS, GCP) is a plus.
  
  

Why Join Us?

• Be part of a dynamic global team supporting mission-critical applications.
• Work with the latest monitoring and cloud technologies.
• Opportunity to grow into Senior Technical Support Engineer.
  
  

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.