Senior Technical Support Engineer(Cloud Operations)

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?
We're seeking a skilled and motivated
Senior
Technical Support Engineer
to join our fast-paced Application Operations team. This role is ideal for someone passionate about infrastructure, performance optimization, and automation in cloud-native environments. You'll be working on mission-critical systems deployed across AWS, supporting high-scale applications and collaborating with cross-functional teams to deliver robust solutions.

How will you make an impact?
You'll be responsible for:

• Designing and implementing infrastructure and systems for metrics, monitoring, alerting, deployment, and logging.
• Setting up new environments and deploying solutions across multiple stages (Test, Prod).
• Building proactive monitoring and alerting services.
• Automating tasks using Ansible, Python, Perl, and other scripting languages.
• Investigating performance and stability issues internally and at client sites.
• Tuning Actimize Platform (AIS and RCM), OS, application servers, and databases for optimal performance.
• Identifying performance bottlenecks and conducting root cause analysis.
• Participating in performance-related design reviews.
• Configuring and optimizing instances and web servers (e.g., adjusting connection limits, request queuing thresholds).
• Providing AWS troubleshooting support across EC2, S3, IAM, ASG, ELB, CFN, VPC, DX, VPN.
• Supporting and implementing infrastructure and application deployments alongside Technical & Operations teams.
• Handling high-severity incidents spanning multiple AWS services.
• Developing scripts and tools to automate AWS resource deployment with minimal manual intervention.
• Driving customer communication during critical events.
• Providing on-call support and working flexibly in a 24x7 shift environment.

Have you got what it takes?

• 4+ years of relevant experience in DevOps, Infrastructure Operations, or Application Support.
• Strong troubleshooting and problem-solving skills.
• Expertise in performance tuning, root cause analysis, and bottleneck mitigation.
• Hands-on experience managing 2-tier/3-tier applications.
• Proficiency in scripting languages: Ansible, Perl, Python, Ruby, Shell, PowerShell.
• Solid understanding of AWS core services and container orchestration (Kubernetes).
• Experience with databases: SQL, Oracle, Postgres, Cassandra.
• Familiarity with ELK, Splunk, Kafka, and middleware technologies (Tomcat, WebLogic, WebSphere).
• Exposure to APM tools like AppDynamics and Dynatrace.
• Experience in Java performance testing and tuning.
• Collaboration with architecture teams for hardware sizing.
• Strong communication skills, both written and verbal.

Additional Skills Desired

• Cloud and application-level security experience.
• Agile/Sprint development model exposure.
• Experience with incident management tools like OpsGenie, AlertOps, PagerDuty/OpenDuty.
• Troubleshooting Java and database performance issues.

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:
8771

Reporting into:
Group 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.