Senior Technical Support Engineer
@ NICE

Atlanta, Georgia, United States
On Site
Posted 18 days ago

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XXXXXXXX XXXXXXXXXXX XXXXXXXXXX***** @nice.com
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Job Details

About the Role

The Senior Technical Support Engineer at NICE is responsible for diagnosing and resolving complex performance issues in large-scale SaaS applications hosted on AWS. You will collaborate with engineering, DevOps, and customer success teams to deliver world-class support and performance optimization.

Key Responsibilities

  • Serve as a subject matter expert in troubleshooting performance issues in distributed SaaS environments on 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 issues with timely resolution and communication.
  • Develop and maintain runbooks, knowledge base articles, and diagnostic tools.
  • Participate in on-call rotations and incident response efforts.

Required Qualifications

  • 10+ years of experience in technical support, site reliability, or performance engineering.
  • 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 (Python, Bash) and infrastructure-as-code tools (Terraform, CloudFormation).
  • Excellent communication and customer-facing skills.

Preferred Qualifications

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

About NICE

NICE Ltd. (NASDAQ: NICE) delivers software products used by over 25,000 global businesses, including 85 of the Fortune 100. With more than 8,500 employees across 30+ countries, NICE is a leader in AI, cloud, and digital innovation.

Key skills/competency

  • AWS
  • SaaS
  • CloudWatch
  • Troubleshooting
  • DevOps
  • Performance
  • Diagnostics
  • Scripting
  • Mentorship
  • Incident Response
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How to Get Hired at NICE

🎯 Tips for Getting Hired

  • Research NICE's culture: Study their mission, values, recent news, and reviews.
  • Customize your resume: Highlight AWS, SaaS, and troubleshooting expertise.
  • Practice technical tests: Focus on real-world performance problem solving.
  • Prepare for behavioral interviews: Emphasize mentorship and escalation experience.

📝 Interview Preparation Advice

Technical Preparation

Review AWS service architecture and configurations.
Practice log analysis with CloudWatch and Datadog.
Update scripting skills in Python and Bash.
Study runbook creation and incident management.

Behavioral Questions

Describe past teamwork in crisis situations.
Explain mentoring junior engineers effectively.
Detail experiences in handling escalated issues.
Discuss communication strategies during incidents.

Frequently Asked Questions