We are seeking a Senior Advanced Technical Support Engineer to work with an innovative product launching in an area new to cloud services. You will be responsible for providing expert insights into complex support and integration issues, building knowledge assets, and collaborating cross-functionally to ensure superior product support.
Candidate should have 3 to 5 years of experience in cloud technical support
Must have strong understanding of data handling and MS SQL
Experience in scripting or programming (e.g., C#, PowerShell)
Proficiency in querying APIs (REST, SOAP).
Exposure to SOA and commercial cloud platforms (especially Azure)
Excellent analytical, troubleshooting, and communication skills.
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.
Job Responsibility-
Analyze and resolve complex technical issues escalated by regional Tier 2 support team.
Use telemetry, logs, and traces to determine root cause and implement corrective actions.
Deliver scripts, tooling, and documentation to enable regional team.
Collaborate with Engineering, R&D, and Cloud Operations on product improvements.
Write and maintain knowledge base articles and troubleshooting guides.
Work on test and production systems to replicate and diagnose issues.
Proactively pull and solve challenging cases to enhance team capability.
Work Experience: 3 – 5 Years
Job Location: Pune, Hybrid, India
About NICE Systems
At NICE, we are passionate about empowering organizations of all sizes to deliver amazing customer experiences everywhere. Our unified open cloud platform, CXone, manages 100% of customer interactions, tens of millions of conversations every day from voice to next-gen digital and AI chatbots enabling organizations to orchestrate the complexity of modern customer experience on one platform. We are known for our innovation and comprehensive interaction-centric approach with unmatched CX capabilities and specialized AI purpose-built for CX to boost customer satisfaction and drive brand loyalty.
We are guided by a deep commitment to genuine customer satisfaction, environmental sustainability, and good corporate citizenship. Wherever we operate, in over 30 countries around the globe, we are deeply involved with our local communities. We give back throughout the year and as part of special projects, such as the NICE Code: Coda mentorship program, designed to promote computer programming skills for young girls around the world.
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