Senior Technical Support Engineer

So, what s the role all about

NICE APA is a comprehensive platform that combines Robotic Process Automation, Desktop Automation, Desktop Analytics, AI and Machine Learning solutions as Neva Discover

NICE APA is more than just RPA, its a full platform that brings together automation, analytics, and AI to enhance both front-office and back-office operations. It s widely used in industries like banking, insurance, telecom, healthcare, and customer service

We are seeking a Senior/Specialist Technical Support Engineer with a strong understanding of RPA applications and exceptional troubleshooting skills. The ideal candidate will have hands-on experience in Application Support, the ability to inspect and analyze RPA solutions and Application Server (e. g. , Tomcat, Authentication, certificate renewal), and a solid understanding of RPA deployments in both on-premises and cloud-based environments (such as AWS).

You should be comfortable supporting hybrid RPA architectures, handling bot automation, licensing, and infrastructure configuration in various environments. Familiarity with cloud-native services used in automation (e. g. , AMQ queues, storage, virtual machines, containers) is a plus. Additionally, you ll need a working knowledge of underlying databases and query optimization to assist with performance and integration issues.

You will be responsible for diagnosing and resolving technical issues, collaborating with development and infrastructure teams, contributing to documentation and knowledge bases, and ensuring a seamless and reliable customer experience across multiple systems and platforms

How will you make an impact

• Interfacing with various R&D groups, Customer Support teams, Business Partners and Customers Globally to address and resolve product issues.
• Maintain quality and on-going internal and external communication throughout your investigation.
• Provide high level of support and minimize R&D escalations.
• Prioritize daily missions/cases and mange critical issues and situations.
• Contribute to the Knowledge Base, document troubleshooting and problem resolution steps and participate in Educating/Mentoring other support engineers.
• Willing to perform on call duties as required.
• Excellent problem-solving skills with the ability to analyze complex issues and implement effective solutions.
• Good communication skills with the ability to interact with technical and non-technical stakeholders.

Have you got what it takes

• Minimum of 5 to 7 years of experience in supporting global enterprise customers.

• Monitor, troubleshoot, and maintain RPA bots in production environments.

• Monitor, troubleshoot, system performance, application health, and resource usage using tools like Prometheus, Grafana, or similar
• Data Analytics - Analyze trends, patterns, and anomalies in data to identify product bugs

• Familiarity with ETL processes and data pipelines - Advantage

• Provide L1/L2/L3 support for RPA application, ensuring timely resolution of incidents and service requests

• Familiarity applications running on Linux-based Kubernetes clusters

• Troubleshoot and resolve incidents related to pods, services, and deployments

• Provide technical support for applications running on both Windows and Linux platforms, including troubleshooting issues, diagnosing problems, and implementing solutions to ensure optimal performance.
• Familiarity with Authentication methods like WinSSO and SAML.
• Knowledge in Windows/Linux Hardening like TLS enforcement, Encryption Enforcement, Certificate Configuration
• Working and Troubleshooting knowledge in Apache Software components like Tomcat, Apache and ActiveMQ.
• Working and Troubleshooting knowledge in SVN/Version Control applications
• Knowledge in DB schema, structure, SQL queries (DML, DDL) and troubleshooting
• Collect and analyze logs from servers, network devices, applications, and security tools to identify Environment/Application issues.
• Knowledge in terminal server (Citrix)- advantage
• Basic understanding on AWS Cloud systems.
• Network troubleshooting skills (working with different tools)
• Certification in RPA platforms and working knowledge in RPA application development/support - advantage.
• NICE Certification - Knowledge in RTI/RTS/APA products - Advantage
• Integrate NICEs applications with customers on-prem and cloud-based 3rd party tools and applications to ingest/transform/store/validate data.
• Shift- 24*7 Rotational Shift (include night shift)

Other Required Skills:

• Excellent verbal and written communication skills
• Strong troubleshooting and problem-solving skills.
• Self-motivated and directed, with keen attention to details.
• Team Player - ability to work well in a team-oriented, collaborative environment.

Enjoy NICE-FLEX!

Requisition ID: 7556
Reporting into: Tech Manager
Role Type: Individual Contributor