The role is for a Senior Advanced Support Engineer at NICE, focusing on an innovative product in cloud services.
The primary responsibility is to provide expert insight and analysis of complex support and integration issues escalated by regional T2/3 support teams.
The engineer will deliver scripts, tooling, documentation, knowledge articles, and guidance to regional teams to reduce ongoing support efforts.
Key tasks include developing subject matter expertise in core technologies, analyzing logs and telemetry to determine root causes, and providing root cause corrections.
The engineer will document and report software, design, reliability, and maintenance issues to relevant teams, ensuring customer expectations are met.
Collaboration with internal teams to build utilities and tools for safe and efficient operations is essential.
The engineer will proactively manage cases based on skills and abilities, tackling increasingly challenging issues.
Requirements:
Candidates must have 5+ years of experience in cloud support.
Excellent technical and analytical skills are required.
In-depth knowledge of data handling and MS SQL is necessary.
Experience in programming or advanced scripting (C#, PowerShell, etc.) is essential.
Candidates should have experience querying APIs (REST, SOAP) and processing outputs.
Experience working on production and test customer systems is required.
Exposure to SOA applications and services is necessary.
Familiarity with commercial cloud providers, ideally Azure, is preferred.
Strong communication skills, both with customers and internal departments, are essential.
Candidates must be good listeners, able to validate assumptions and use effective questioning to understand customer problems.
Methodical troubleshooting skills and attention to detail are required for diagnosing problems.
Multi-tasking and time-management skills are necessary to prioritize varied tasks.
Flexibility with working hours is required to address critical matters.
Candidates must currently hold or be eligible for security clearance (NPVV3 and SC).
Benefits:
Employees will have the opportunity to work in a fast-paced, collaborative, and creative environment at a market-disrupting global company.
There are endless internal career opportunities across multiple roles, disciplines, domains, and locations.
The NICE-FLEX hybrid model allows for maximum flexibility, with 2 days working from the office and 3 days of remote work each week.
Office days focus on face-to-face meetings, fostering teamwork and collaborative thinking.
NICE is recognized as an innovation powerhouse in AI, cloud, and digital, providing a chance to learn and grow every day.
