Senior Technical Support Engineer

So, what s the role all about

Technical Support Engineer

How will you make an impact

• 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 RD 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.

Have you got what it takes

• bachelors degree in Computer Science, Information Technology, or related field (B. E/B. Tech/BS).

• 3-5 years of experience in

  technical support

  ,

  application monitoring

  , or

  cloud support services

  .

• 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

  .

You will have an advantage if you also have:

• Scripting knowledge in

  Shell

  ,

  PowerShell

  , or

  Python

  .

• Understanding of

  containerization

  (Docker) and orchestration (Kubernetes).

• ITIL Foundation certification or working knowledge of ITIL processes.
• Exposure to CI/CD pipelines and DevOps practices.

What sin 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: 7435