Senior Technical Support Engineer

NICE is seeking a proactive and detail-oriented Technical Support Engineer to join their support operations team. The role will provide Tier 3 support for deployed applications, monitor system dashboards and alerts, and collaborate with advanced support and R&D teams.

Requirements

• 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.
• 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.

Benefits

• Opportunities for career growth into Specialist Support Engineer.
• Be part of a global team ensuring availability of mission-critical applications.
• Work in a collaborative, fast-paced environment using modern tools and technologies.