Senior Specialist Technical Support Engineer

So, what s the role all about

The Senior Specialist Technical Support Engineer role is to deliver technical support to end users about how to use and administer the NICE Service and Sales Performance Management, Contact Analytics and/or WFM software solutions efficiently and effectively in fulfilling business objectives. We are seeking a highly skilled and experienced Senior Specialist Technical Support Engineer to join our global support team. In this role, you will be responsible for diagnosing and resolving complex performance issues in large-scale SaaS applications hosted on AWS. You will work closely with engineering, DevOps, and customer success teams to ensure our customers receive world-class support and performance optimization.

How will you make an impact

• Serve as a subject matter expert in troubleshooting performance issues across distributed SaaS environments in AWS. Interfacing with various R&D groups, Customer Support teams, Business Partners and Customers Globally to address CSS Recording and Compliance application related product issues and resolve high-level issues.
• Analyze logs, metrics, and traces using tools like CloudWatch, X-Ray, Datadog, New Relic, or similar.
• Collaborate with development and operations teams to identify root causes and implement long-term solutions.
• Provide technical guidance and mentorship to junior support engineers.
• Act as an escalation point for critical customer issues, ensuring timely resolution and communication.
• Develop and maintain runbooks, knowledge base articles, and diagnostic tools to improve support efficiency.
• Participate in on-call rotations and incident response efforts.

Have you got what it takes

• 10+ years of experience in technical support, site reliability engineering, or performance engineering roles.
• Deep understanding of AWS services such as EC2, RDS, S3, Lambda, ELB, ECS/EKS, and CloudFormation.
• Proven experience troubleshooting performance issues in high-availability, multi-tenant SaaS environments.
• Strong knowledge of networking, load balancing, and distributed systems.
• Proficiency in scripting languages (e. g. , Python, Bash) and familiarity with infrastructure-as-code tools (e. g. , Terraform, CloudFormation).
• Excellent communication and customer-facing skills.

Preferred Qualifications:

• AWS certifications (e. g. , Solutions Architect, DevOps Engineer).
• Experience with observability platforms (e. g. , Prometheus, Grafana, Splunk).
• Familiarity with CI/CD pipelines and DevOps practices.
• Experience working in ITIL or similar support frameworks.

What s in it for you

Enjoy NICE-FLEX!

Requisition ID: 7554
Reporting into: Tech Manager
Role Type: Individual Contributor