Remote L3 Product support Engineer

Description:

• The role is for a Product L3 Support Engineer at NiCE, specifically for the Actimize line of business in the Financial Security domain.
• This position is crucial for ensuring the seamless operation, maintenance, and optimization of Actimize solutions used for financial crime detection, risk management, and compliance.
• The engineer will bridge technical expertise and customer support, focusing on resolving complex issues, enhancing system performance, and providing advanced-level assistance to L1 and L2 support teams.
• Responsibilities include ensuring business continuity by resolving critical issues efficiently, enhancing customer trust through prompt communication, driving operational excellence by improving L1 and L2 team efficiency, supporting financial crime prevention by ensuring optimal product performance, innovating and improving solutions based on feedback, and elevating team capabilities through knowledge sharing and documentation.

Requirements:

• Candidates should have 4 to 8 years of total experience in a relevant field.
• Strong technical skills are required, including hands-on experience in Java and J2EE for L3 support, debugging, and diagnosis skills. Knowledge of Scala is a plus.
• Experience with application servers such as Tomcat, JBoss, WebSphere, or WebLogic is necessary.
• Proficiency in databases like Oracle or SQL Server, including writing complex queries and performance tuning, is essential.
• Familiarity with middleware (MQ, Kafka) and REST APIs for system integrations is required.
• Basic knowledge of scripting languages such as Python, Shell, or PowerShell for troubleshooting is needed.
• Knowledge of Actimize solutions, including modules like SAM, CDD, RCM, or Fraud Detection, is an added advantage.
• Exceptional problem-solving abilities, including analytical thinking, attention to detail, and innovation, are necessary.
• Advanced communication skills are required, including the ability to create clear documentation and effectively communicate with non-technical stakeholders.
• A strong customer focus, resilience under pressure, and a commitment to continuous learning are essential.
• Relevant experience in L3 support, preferably in the financial services or compliance domain, is required.
• Familiarity with ITIL, incident management, and service delivery best practices is necessary.
• Certifications in AWS, Actimize, database management, or ITIL are advantageous.

Benefits:

• Employees will join a fast-paced, collaborative, and creative environment within a market-disrupting global company.
• There are endless internal career opportunities across multiple roles, disciplines, domains, and locations.
• The company offers a hybrid work model, allowing for 2 days in the office and 3 days of remote work each week.
• The office days focus on face-to-face meetings to foster teamwork and collaborative thinking.
• NiCE is committed to being an equal opportunity employer, ensuring all qualified applicants receive consideration for employment without discrimination.