NICE Senior Technical Support Engineer 

United States, Georgia, Atlanta 

715139583

Key Responsibilities:

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

Required Qualifications:

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

Preferred Qualifications:

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