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 So what s the role all about Here at NICE Public Safety we provide state of the art solutions for the Public Safety Justice market providing software as a service for multi-media evidence management and Emergency Contact Centres to a worldwide customer base The primary focus will be providing expert insight and analysis of complex support and integration issues escalated by our regional T2 3 support teams This role will be required to deliver scripts tooling documentation knowledge articles and guidance to the regional teams to reduce the ongoing effort required to support our products How will you make an impact Develop subject matter expertise in our core technologies and services Use tools to pull and effectively analyse logs traces and other telemetry to determine the root cause of issues Ensure sufficient diagnostic data is collected to identify issues Provide root cause correction not just symptom relief Ensure that all facets of the problem are evaluated to eliminate recurrence of the issue Identify document and report issues with software design reliability and maintenance issues to the relevant teams ensuring that they are aware of and are addressing customer expectations Collaborate and help build utilities and tools for internal use that enable you and your fellow Engineers to operate safely at high speed wide scale Work with Cloud Operations and the development team manager architects to assign the escalated tasks to the correct teams and resolve such issues Manage the communications between development teams and regional support Proactively pull cases from the queue based upon your skills and abilities and work cases that are increasingly challenging to develop and sharpen your skills Have you got what it takes Strong 4-7 years of experience in Advanced technical support Excellent technical and analytical skills Experience and in-depth knowledge of data handling and MS SQL Experience of Programming or Advanced Scripting C PowerShell etc Experience querying API s REST SOAP and processing the output Experience working on Production and Test customer systems Exposure to SOA applications and services Exposure to commercial cloud providers Ideally Azure others considered Efficient effective and respectful communication skills both with customers and within internal departments Must be a valuable listener able to identify and validate assumptions Should be able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it Methodical troubleshooting technical skill and attention to detail used in diagnosing problems and reproducing issues in a local environment Multi-tasking and time-management to prioritise and switch between varied tasks 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 9315 Reporting into Tech Manager Role Type Individual Contributor 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