Technical Support Engineer

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?

We are looking for a Senior Platform Engineer to join our AppOps team - someone who sits at the intersection of engineering, operations, and AI tooling. This is not a pure ops role. You will be hands-on building internal tools, utilities, and automation frameworks that raise the technical bar for the entire team. You'll own deployment pipelines, cloud infrastructure, and drive AI-assisted workflows that meaningfully improve team productivity and delivery velocity.

If you're someone who gets frustrated by manual toil, loves writing Python to automate things away, and can hold a technical conversation with both developers and architects - this role is built for you.

How will you make an impact?

Tool & Utility Development

Design, build, and maintain internal tools, scripts, and utilities in Python/JAVA that streamline AppOps workflows

Build AI-powered utilities leveraging LLM APIs, or similar frameworks to assist team with diagnostics, automation, and knowledge retrieval

Own the full lifecycle of these tools from requirement gathering to deployment and documentation

Deployment & Platform Engineering

Manage and evolve Kubernetes-based deployment infrastructure (EKS/self-managed clusters)

Build and maintain CI/CD pipelines (GitHub Actions, Jenkins, ArgoCD or similar)

Define and enforce Infrastructure as Code (IaC) practices using Terraform or CloudFormation

Own deployment runbooks and ensure zero-downtime release practices

Cloud Operations

Architect and manage AWS/Azure services - EC2, EKS, Lambda, S3, RDS, IAM, CloudWatch, etc.

Optimize cloud costs, monitor resource utilization, and implement auto-scaling strategies

Manage secrets, access policies, and ensure compliance with security best practices

Observability & Incident Response

Set up and maintain monitoring, alerting, and dashboards (Prometheus, Grafana, CloudWatch, Datadog)

Lead RCA (Root Cause Analysis) processes and drive post-incident improvements

Establish SLOs/SLIs for critical platform components

Have you got what it takes?

Strong application + scripting development; building tools, REST API clients, automation, CLIs

EKS and AKS management, Helm, RBAC, namespacing, resource policies, K8s troubleshooting at scale

Hands-on with core services; experience with EKS, Lambda, IAM, CloudWatch, Secrets Manager, CloudFormation

LLM API integration, prompt engineering, building AI-assisted utilities (Claude, GitHub Copilot, LangChain, Azure OpenAI, AWS Bedrock)

Terraform (required); Bicep or CloudFormation as a plus; managing multi-environment state

Prometheus, Grafana, Datadog, ELK/OpenSearch, CloudWatch, Azure Monitor

Docker, multi-stage builds, image optimization, container security scanning.

Bash, YAML fluency, Linux environments; comfortable in the terminal

Exposure to scripting language (Ansible, Perl, Python, Ruby, Shell script, Powershell etc.)

Experience in working with tools like OpsGenie, Nagios, Rundeck,

Good understanding in Kubernetes.

Cloud / Application level Security experience

Experience in Banking & Financial domain

Has worked in an Agile / Sprint development model

Shift time IST: Rotational 6:00 am to 3:00 PM/12:30 pm to 9:30 PM/2:00 pm to 11:00 /5:30 pm to 2:30 am/10:00 PM to 7:00 AM

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: 11371

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.