Technical Support Engineer

So, what’s the role all about?

We are seeking a proactive and detail-oriented Technical Support Engineer to join our Cloud operations team. In this role, you will provide proactive monitoring support for deployed applications, continuously monitor system dashboards and alerts, and work closely with advanced support teams and R&D to ensure smooth and uninterrupted service delivery. You will be working in a 24x7 rotational support model that supports global operations.

How will you make an impact?  

• Monitor and manage production applications using Azure Monitor, Application Insights, Grafana, and Kibana.
• Review and respond to Azure alerts, identify root causes, and drive incident resolution.
• Perform first-level diagnostics using Kibana logs and Application Insights telemetry.
• Collaborate with advanced support teams and R&D to investigate and resolve complex issues.
• Maintain high availability and performance of critical systems through proactive monitoring and response.
• Create and maintain knowledge base articles, SOPs, and incident resolution documentation.
• Work in rotational shifts, including nights, weekends, and holidays, to support the 24x7 operations.
• Ensure incidents and service requests are managed within defined SLAs and KPIs.

Have you got what it takes?  

• Bachelor’s degree in Computer Science, Information Technology, or related field (B.E/B.Tech/BS).
• 1–3 years of experience in application support, Technical Support, or Cloud monitoring.
• Good understanding of Azure Cloud Services, including Azure Monitor, Alerts, and Application Insights.
• Hands-on experience with Grafana for metrics visualization and Kibana for log analysis.
• Familiarity with ticketing tools (e.g., ServiceNow, Jira) and incident management processes.
• Basic proficiency in Linux/Unix systems and shell commands.
• Strong analytical, troubleshooting, and communication skills.
• Willingness to work in a 24x7 rotational shift model.

 You will have an advantage if you also have: 

• Exposure to scripting (e.g., Shell, PowerShell, or Python) for automation tasks.
• ITIL Foundation certification or knowledge of ITIL processes.
• Understanding of containerized applications and orchestration tools (e.g., Docker, Kubernetes).
• Experience with additional cloud platforms (AWS, GCP) is a plus.

What’s in it for you?  

• Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!  

Enjoy NiCE-FLEX!   

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.  

Requisition ID: 9311
Reporting into: Technical Manager /Director of Engineering  
Role Type: Individual Contributor