Senior Technical Support Engineer

New Today

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. About the Role: We are seeking a highly skilled and experienced  Senior 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.
Key Responsibilities: Serve as a subject matter expert in troubleshooting performance issues across distributed SaaS environments in AWS.
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. Required Qualifications: 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.
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
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Location:
Richardson

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