Senior Advanced Support Engineer(Office Based)

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.

NICE Public Safety is a software solutions provider specialising in helping public safety agencies around the globe. Our NICE Investigate solution has recently become a significant player in the modernisation of the UK and US justice systems by facilitating digital evidence management and sharing in a cloud service.

So, what\’s the role all about?

We are looking for a Senior Advanced Support Engineer to work with an innovative product launching in an area new to cloud services.

The primary focus will be providing expert insight and analysis of complex support and integration issues, escalated by our regional T2/3 support teams. This role will be required to deliver scripts, tooling, documentation, knowledge articles, and guidance to the regional teams to reduce the ongoing effort required to support our products.

How will you make an impact?

• Develop subject matter expertise in our core technologies and services.
• Use tools to pull and effectively analyse logs, traces, and other telemetry to determine the root cause of issues.
• Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue.
• Identify, document, and report issues with software, design, reliability, and maintenance issues to the relevant teams, ensuring that they are aware of and are addressing customer expectations.
• Collaborate and help build utilities and tools for internal use that enable you and your fellow Engineers to operate safely at high speed / wide scale.
• Work effectively with staff in all areas of the business, escalating when appropriate to management and/or R&D and Cloud Operations.
• Proactively pull cases from the queue based upon your skills and abilities, and work on cases that are increasingly challenging to develop and sharpen your skills.

Have you got what it takes?

• 5+ years of experience in cloud support.
• Excellent technical and analytical skills.
• Experience and in-depth knowledge of data handling and MS SQL.
• Experience of Programming or Advanced Scripting (C#, PowerShell, etc.)
• Experience querying APIs (REST, SOAP) and processing the output.
• Experience working on Production and Test customer systems.
• Exposure to SOA applications and services.
• Exposure to commercial cloud providers (Ideally Azure, others considered).
• Effective communication skills with customers and internal teams, including active listening and questioning skills.
• Methodical troubleshooting, technical skill, and attention to detail in diagnosing problems and reproducing issues locally.
• Multi-tasking and time-management skills to prioritize and switch between varied tasks.
• Flexibility with working hours to address critical or urgent matters.
• Current or eligible security clearance (NPVV3 and SC).

NICE Investigate is being adopted by an increasing number of public safety organisations worldwide. We are expanding our Cloud Platform Engineering team to ensure continued excellent service.

Our team is responsible for speeding up the detection and resolution of issues using tooling, telemetry, and data.

This job description is not exhaustive; additional duties may be assigned as needed. The description does not constitute a contract of employment.

What\’s in it for you?

Learn more about the Benefits at NICE.

Join a growing, market-disrupting, global company where teams work in a fast-paced, collaborative, and creative environment! As a market leader, every day offers learning and growth opportunities across various roles, disciplines, and locations. If you\’re passionate, innovative, and eager to raise the bar, you might be our next NICEr!

Enjoy NICE-FLEX!

We operate according to the NICE-FLEX hybrid model: 2 days in the office and 3 days remote weekly, fostering face-to-face collaboration and innovation.

About NICE

NICE Ltd. (NASDAQ: NICE) software products are used by over 25,000 global businesses, including 85 of the Fortune 100, to deliver exceptional customer experiences, combat financial crime, and ensure public safety. Our software manages over 120 million customer interactions daily and monitors over 3 billion financial transactions.

Recognized as an innovation leader in AI, cloud, and digital domains, NICE employs over 8,500 people across more than 30 countries.

We are an equal opportunity employer. All qualified applicants will receive consideration regardless of race, color, religion, national origin, age, sex, marital status, neurotype, disability, veteran status, gender identity, sexual orientation, or other protected categories.

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