Cloud Support Engineer Office-based jobs at Nice in United Kingdom, Southampton

Have you got what it takes?

• Be able to communicate effectively, including via email, instant message, phone and video conferencing tools.
• Be fierce in your pursuit of product quality.
• Be an excellent problem solver with an active interest in the latest test tools and technologies.
• Be knowledgeable and enthusiastic about process.
• Automated and manual test of complex web applications and server-side components
• Test planning, test case design and execution, within a disciplined Agile process
• Set-up, configuration and maintenance of test environments
• Configuration of test data
• Fault replication and analysis, and testing of software fixes
• Non-functional testing (performance, security, accessibility etc)
• Interfacing with various R&D groups and with support tiers
• Have significant experience of automating tests and test environments
• Have practical knowledge of C#, Web API testing, Azure portal
• Have practical knowledge of software testing methodologies, with an emphasis on Agile testing.
• Be process oriented with good attention to detail
• Follow a structured and analytical approach, with good troubleshooting skills.

You will have an advantage if you also have:

• ISTQB/ISEB qualifications
• Practical experience of:
• SQL Server and SQL administration
• Elasticsearch/Kibana
• JavaScript
• GIT
• Azure
• Knowledge of Fiddler, Azure DevOps/TFS, Visual studio, JMeter
• Experience in Security or Performance non-functional testing
• Experience of WCAG (assistive technologies)
• Degree or equivalent qualification in relevant subject

Requisition ID: 8246.
Reporting into: Group Lead, Engineering.
Role Type: Individual Contributor

How will you make an impact?

• Provide hands-on technical guidance and operational leadership to the UK and EU cloud platforms and infrastructure teams to ensure smooth and reliable service delivery.
• Manage a team of cloud engineers, NOC engineers, and information security engineers within the EMEA region, promoting teamwork, professional development, and strong individual performance.
• Act as a key point of contact between EMEA-based teams and global stakeholders, ensuring regular communication and progress tracking on shared initiatives.
• Support the delivery of high-quality cloud infrastructure services by maintaining uptime, security, and performance standards in the EMEA region.
• Assist in maintaining monitoring, alerting, and cost-optimization tools and processes to improve system reliability and performance.
• Collaborate with global delivery teams in the US to identify opportunities to take on delivery tasks from EMEA and contribute to improving customer satisfaction and delivery timelines.
• Work with CXone engineering teams in the UK, US, Philippines, and Pune to assist in troubleshooting and resolving infrastructure issues.
• Maintain strong internal and external communications, keeping stakeholders informed and engaged.
• Track and report on team performance using KPIs, providing regular updates to senior leaders.
• Serve as the first point of escalation for technical issues within your team and help resolve or escalate as appropriate.
• Plan, organize, and prioritize tasks and respond to critical situations effectively.
• Contribute to the team knowledge base, document solutions, and support the onboarding and development of team members.
• Assist with performing changes to production environments and escalate issues when necessary to ensure timely resolution.
• Help coordinate cross-functional efforts within the EMEA team, supporting operational goals and project execution.
• Assist with hiring and managing team members' performance and development, in collaboration with HR and senior management.

Have you got what it takes?

• 6–8 years of progressive experience in cloud operations or infrastructure support, including people management or team lead responsibilities.
• Experience managing teams of 5–15 employees across infrastructure and support functions.
• Working technical knowledge of cloud platforms (Azure, AWS); relevant certifications are a plus.
• Familiarity with monitoring and observability tools (e.g., AWS Monitor, Prometheus, Grafana, Elasticsearch).
• Understanding of NOC operations, DevOps practices, and system administration.
• Practical experience with databases and data management is a plus.
• Knowledge of ITIL processes and general IT service management frameworks.
• Strong verbal and written communication skills; able to communicate clearly with technical and non-technical stakeholders.
• Proactive problem-solver with strong ownership of issues from start to finish.
• Willingness to work flexible hours in response to critical production issues.
• Collaborative mindset and ability to build strong working relationships across teams and regions.

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.
• 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 effectively with staff in all areas of the business, escalating when appropriate to management and/or R&D and Cloud Operations.
• 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?

• 5+ years of experience in cloud 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. Including,
• Good listener, able to identify and validate assumptions.
• 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.
• Be flexible with working hours when needed to address critical or urgent matters.
• Will require to currently hold, or be eligible for, security clearance (NPVV3 and SC).

This job description is not intended to be all-inclusive, and you will also perform other reasonable related business duties as assigned by your immediate supervisor and other management as required. We may revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

Individual Contributor

How will you make an impact?

• Demonstrate deep subject matter expertise in our core technologies, as well as at least one other technology specialty, and develop expertise in a second area of specialty.
• Provide advanced technical support to customers via phone, online, chat, and email and use tools and advanced expertise to pull and effectively analyse logs, traces, packet captures, etc. to determine root cause of issues.
• Demonstrate professional, assertive, articulate, and friendly verbal and written communication in all aspects of your work. Take full ownership of all communication needs related to the management of troubleshooting efforts internally and externally, building confidence across all customers and stakeholders that we are progressing properly towards resolution.
• Effectively mentor colleagues on their communication, troubleshooting, process, product knowledge and case work.
• Encourage productive debate and discussion with colleagues to more thoroughly analyse and resolve problems.
• Be influential in improving procedures and processes that improve our efficiency and effectiveness.
• Ensure that each case that you own is progressing according to the response and resolution targets as specified in our Service Level Agreements (SLA). Assist colleagues in accelerating their cases toward timely resolution.
• Provide root cause correction, not just symptom relief. Ensure that all facets of the problem are evaluated to eliminate the recurrence of the issue. Exemplify tenacity in resolving core issues that fully resolve problems and assist peers in doing the same.
• Proactively manage personally assigned and cases from the queue based upon severity and priority of each issue and your skills and ability to resolve.
• Open and monitor incidents created with 3rd party providers. Work with other internal stakeholders to improve our interactions and success in handling these incidents.
• Obtain and maintain certification as a Knowledge-Cantered Service (KCS) Publisher, create useful knowledge content, and update existing knowledgebase articles using KCS methodology. Provide coaching to others on KCS best practices.
• Identify, document, and report issues with software, design, reliability, and maintenance issues to the proper teams, ensuring that they are aware of and are addressing customer expectations. Gather, validate, and document all pertinent details related to an issue believed to be a bug to enable the receiving R&D resource to duplicate the issue easily and rapidly. Work with R&D as needed during isolation, correction, and implementation of any delivered resolution.
• Develop and maintain consistent and exemplary performance on all key performance indicators, modelling a higher-level achievement for level 1 Technical Support Engineers as well as your peers at the same job level.
• Properly de-escalate customers through expert communication and resource engagement, ensuring that all customers that you influence are receiving excellent service. Expected to handle more complex and escalated cases.
• Demonstrate a deep understanding of networking technologies and how they are utilized by our products, platform, and customers. Expert at reading and analying network and other technical diagrams to aid in problem diagnosis and resolution, and often provide mentoring to colleagues to improve their technical abilities.
• Provide training to colleagues in real time as you perform your work and assist them in being successful in their roles. Develop training materials, best practice documentation, and other resources that will help others, including customers, to be more successful with our products.
• While a consistent work schedule is a norm, the ability to work a flexible schedule and provide on-call services is needed from time to time.

Have you got what it takes?

• 2+ years’ work experience in a technical customer service role, preferably in a technical support capacity.
• Minimum of three years of experience working with and advanced knowledge of technologies such as SaaS, telecommunications, contact centre software, networking technologies such as TCP/IP, HTTP, SFTP, scripting, load balancers, proxies, firewalls, and Relational Databases (MSSQL, Oracle, MySQL).
• Excellent technical, analytical, and problem-solving skills for diverse and complex issues in high-pressure, complex, SaaS multi-platform/system/vendor environments.
• Excellent professional, written and verbal communications skills with the ability to capture all details in written form during conversations. Communication is assertive, articulate, and friendly while building confidence across all stakeholders you work with.
• Time management skills that allow you to work in a highly influential manner in an interrupt-driven environment. Ability to multi-task and maintain professional composure during stressful situations, prioritizing your activities appropriately.
• Superior analytical and problem-solving skills while managing diverse and complex issues in high-pressure, complex, multi-platform/system/vendor environments.
• Proven ability to utilize, create and update knowledgebase resources in the course of your work.
• Proven ability to drive escalated customer problems to resolution utilizing appropriate internal and external resources.
• Ability to communicate effectively across all company teams such as Product Management, Research and Development, Quality Assurance, Professional Services, and Executive/Senior Management teams to resolve technical issues.
• Industry experience including understanding of the contact centre business, as well as general market and business trends.
• Understanding of networking technologies and telecommunications architecture (PBX, Carriers, VoIP).
• Demonstrated ability to work independently as part of a larger team.
• Ability to excel in a fast-paced, agile environment with assertiveness, critical thinking, and strong problem-solving skills.
• Ability to adapt quickly to change, think on your feet, communicate positively and work proactively.

You will have an advantage if you also have:

• Ability to troubleshoot VoIP, telephony/telecom technologies, DS3, Ethernet, OC-X, 1+ and toll-free services.
• Experience in a technical support role in a software or telecommunications environment.
• Workforce Management software and/or outbound dialler experience.
• Web Services and API knowledge and understanding of conceptual use.
• Competent in database and SQL concepts.

Education Requirement:

Bachelor’s degree in computer science, Business Information Systems, Networking or a similar field, or equivalent work experience required.

Reporting into: Director, Professional Services.

Role type: Individual contributor.

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.
• 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 effectively with staff in all areas of the business, escalating when appropriate to management and/or R&D and Cloud Operations.
• 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?

• 5+ years of experience in cloud 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. Including,
• Good listener, able to identify and validate assumptions.
• 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.
• Be flexible with working hours when needed to address critical or urgent matters.
• Will require to currently hold, or be eligible for, security clearance (NPVV3 and SC).

This job description is not intended to be all-inclusive, and you will also perform other reasonable related business duties as assigned by your immediate supervisor and other management as required. We may revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

So, what’s the role all about?

• Ensuring maximum possible service availability and performance for all CXone products.
• Provide support for Technical Support, R&D, Product, and other internal teams.
• Provide a central hub of communication regarding the status and ongoing events within the network and platform.
• This is achieved by routine preventative and reactive tasks related to network and platform activity, creating, reviewing, and updating documentation as needed, and providing clear communication to stakeholders throughout the organization.

How will you make an impact?

• Responsible for troubleshooting network and platform issues from a server-side perspective.
• Validates and tests all NICE CXone products and platforms.
• Performs routine health checks over and above automated monitoring to ensure the quickest detection time for service affecting issues.
• Responds to any number of alarms, alerts, or abnormal behaviors detected through reactive or proactive monitoring.
• Ensures all activities are documented and tracked through a ticketing system.
• Ensures processes and procedures are documented and updated in communal Wiki/KnowledgeBase resources.
• Works with both internal and external teams to assist in escalated troubleshooting for issues relating to NICE CX products and platforms.
• Interfaces with internal product teams to ensure the NOC remains current on new and planned product additions or updates.
• Familiar with industry standard tools such as IP Monitor, SolarWinds, and BMC in addition to a set of internal custom tools used in network management.
• Executes on established procedures as it relates to incident, change and event management.
• Responsible for executing the established escalation processes with both internal and external teams.
• Responsible for proactive troubleshooting and communication with internal stakeholders at regular intervals.
• Maintains appropriate expectations with internal and external teams.
• Maintains an advanced understanding of the CXone Data, Telephony, and Application networks.
• Responsible for leading incident resolution situations including involving relevant internal resources and guiding all troubleshooting to resolution and keeping a journal of activities performed for any necessary post-incident review.
• Manages events and incidents from cradle to grave, providing initial troubleshooting and resolution while working with other teams or vendors as necessary to provide restoration.
• Provides training and coaching for technical resources both internal to the NOC as well as other teams as necessary.
• Maintains a team focused attitude and work towards creating a healthy, respectful atmosphere.
• Performs duties in a flexible fashion as the Network Operations Center is open 24x7x365.25.
• Participates in the NOC continuous improvement activities as defined.
• Communicates in a concise, professional, and effective manner with both internal and external teams.

Have you got what it takes?

• Degree in Computer Sciences, Information Technology, Information Services, or equivalent work experience.
• 3+ years’ experience working in a technical or support role within telecommunications, data network, or application server environment.
• Demonstrated understanding of network topologies, Windows server-client environments, and telecommunication environments with a focus on SIP.
• Understanding of packet analysis and packet capture utilities.
• Confident and goal-oriented attitude with an ability to set and meet short and long-term objectives.
• Experience in creating, utilizing, and maintaining technical documentation.
• Experience working in a windows server environment as it relates to server and software management tasks.
• Ability to harvest and disseminate information in both formal and informal training environments.
• Ability to work in a fast-paced environment with dynamic priority evolution.
• Ability to adapt to changing conditions and plans with well-reasoned decisions and minimal supervision.
• Ability to execute responsibilities with a high sense of urgency and a willingness to drive issues forward within established processes.
• Ability to begin troubleshooting any issue, problem, or oddity regardless of topic or content with a focus of assessment and engagement of proper external resources.
• Professional written and verbal communication skills.

You will have an advantage if you also have:

• Experience working with SaaS/Cloud based software environments.
• Experience with VoIP implementation and support, specifically configuration of SIP End points and troubleshooting SIP telephony challenges.
• Experience working with firewalls in general.
• Experience working with BMC.
• Experience working with applications driven by .NET, SQL, and other common Microsoft technologies.
• Experience with troubleshooting and identifying issues within data networks as it relates to SIP and software applications.
• Expertise with VoIP Gateways, SS7 Controllers and soft switches.
• Comprehensive knowledge of TCP/IP, EIGRP, BGP, OSPF, telecom circuits ranging from DS-0 through OC-12.
• Experience with War Room situation participation and situation management analysis
• ITIL Foundation certification and experience within an ITIL Organization.

Manager, Network Operations

Individual Contributor

Development

• Develop Actimize Onboarding internal products and customer solutions to meet requirements and in line with the Actimize Onboarding development policies and standards.
• Understand the customer domain, business context, and constraints.
• Help to identify and manage technical risk and work with Project Managers to understand impacts on delivery.
• Participate in both internal and external problem-solving activities including technical workshops.
• Mentor junior members and support other members of the team.
• Assist Technical Lead in defining project standards and overall technical strategy.
• Proactively contribute to the continuous improvement of Actimize Onboarding IP, development policies and standards.
• Develop the necessary supporting project documentation and training material.
• Develop and maintain expertise in all supporting Actimize Onboarding products and services.
• Assist Actimize Onboarding product teams by providing feedback, escalating issues, and incorporating product fixes.
• Consider all work in the context of Actimize Onboarding objectives and wider strategy.
• Ensure delivery partners and team members are supported and working effectively.
• Deliver high quality informal and formal presentations and written documentation.

Training and Development

• Keep up to date with relevant technical landscape, software development process and practices.
• Proactively identify personal training and development activities.
• Mentor junior team members and support them in achieving their own personal development goals.
• Work with Technical Leads to identify organisational improvements and promote a collective standard of engineering excellence within Actimize Onboarding.

Have you got what it takes?

• Proven and evidenced experience working in/with Agile development teams.
• In-depth knowledge of C#, .NET, and associated ecosystem.
• Experience of the following:
• Agile / lean development practices
• Developing APIs (REST or equivalent)
• T-SQL or equivalent
• Test-driven development
• Design patterns
• Build, test, and deployment automation
• Azure and/or AWS
• Git
• Azure DevOps
• Previous experience in financial services would be desirable.
• Able to communicate effectively with:
• External customers
• Internal staff
• Non-technical audiences
• Manage own time effectively.
• Work independently and as a member of a team.
• Excellent written and verbal command of English.

You will have an advantage if you also have;

• Educated to degree level with a First or 2.1.
• Microsoft Azure / .NET certifications.

NICE Actimizeis comprised of talented, creative and dedicated individuals with a passion for delivering innovative solutions to the market. At NICE Actimize, we recognize that all employee’s contributions are integral to our company’s growth and success. To find and acquire the best and brightest talent around the globe, we offer a challenging work environment, competitive packages and rewarding career opportunities. Come share, grow, and learn with us – you’ll be challenged, you’ll have fun and you’ll be part of a fast growing, highly respected organization.

Manager, Client Services Project Management

Individual Contributor