Senior Technical Support Engineer, Actimize

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?

As a Technical Support Engineer, you will be responsible for ensuring the smooth operation, stability, and performance of our cloud-based infrastructure and applications. You will work collaboratively with other engineers to troubleshoot issues, optimize monitors, and provide technical support. This role is critical in maintaining high customer satisfaction and ensuring timely resolution of technical issues.

How will you make an impact?

You will be the front-line technical contact for customers, handling escalations and resolving issues related to NICE Actimize products and integrated third-party solutions. Your work will directly impact customer satisfaction and operational efficiency.

Have you got what it takes?

• Troubleshooting and resolving customer problems via tickets, emails, or calls.
• Monitoring cloud environments for performance, security, and availability.
• Automating routine tasks using scripting to improve support operations.
• Collaborating with internal teams to resolve complex technical issues.
• Mentoring new team members and contributing to knowledge sharing.

Qualifications

• 4–8 years of experience in Production/Application Support.
• Strong experience with Linux/Unix and SQL/MSSQL/Oracle databases.
• Exposure to web applications, AWS, and shell scripting is a plus.
• Excellent troubleshooting, problem-solving, and communication skills.
• Ability to work in a 24/7 support environment, including nights and weekends.
• Customer support experience, preferably international.
• Strong team player with a proactive and analytical mindset.

Key Responsibilities

• Act as the first point of contact for technical issues.
• Document and track incidents in the CRM system.
• Monitor cloud infrastructure and applications using dashboards and tools.
• Escalate complex or urgent issues to senior team members or managers.
• Ensure compliance with KPIs and customer support SLAs.
• Provide internal technical support and contribute to process improvements.

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: 8619
Reporting into: Director, Cloud Operations, Support
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.