Associate Technical Support Engineer

So, what’s the role all about?

NICE Public Safety provides a cloud based enterprise product used by public safety and justice agencies. Our customers depend on this product for time sensitive work, so the system has to be available at all times.

We are looking for an Associate Technical Support Engineer to join our Cloud Operations team in Pune. This is an early career role for someone with 1 to 3 years of experience who wants to build a strong foundation in cloud monitoring and production support. The main purpose of the role is to watch the health of our product hosted on Microsoft Azure, respond to alerts, carry out first level troubleshooting and escalate issues to senior engineers with clear and complete information.

The person will work under the guidance of senior Technical Support Engineers and is expected to learn quickly, follow established SOPs and gradually take on more ownership. We also expect them to be curious about AI tools such as Claude and Copilot and willing to use them in their daily work.

How will you make an impact?

• Monitor production systems on Azure using tools such as Azure Monitor, Application Insights, Log Analytics, Grafana and Kibana.
• Watch alert queues and dashboards, acknowledge alerts promptly and act on them as per the defined SOPs.
• Carry out first level troubleshooting by reviewing logs, metrics and recent changes, and document findings clearly.
• Raise and track incidents in the ticketing tool, escalate to senior engineers or Advanced Support on time and with complete information.
• Assist senior engineers during major incidents by gathering logs, running health checks and keeping notes.
• Help reduce false alarms by reporting noisy or misfiring alerts to the senior team.
• Use AI tools such as Claude and Copilot to help read logs, summaries incidents and draft updates.
• Write simple scripts to automate routine tasks such as reports and health checks, with guidance from senior engineers.
• Share clear and timely updates with internal stakeholders during incidents.
• Follow and help update SOPs, knowledge articles and troubleshooting guides.
• Meet the defined SLAs, KPIs and escalation processes.

Have you got what it takes?

• 1 to 3 years of experience in technical support, application support, NOC, production monitoring or cloud operations.
• Basic hands on exposure to Microsoft Azure and at least one monitoring or logging tool such as Azure Monitor, Application Insights, Log Analytics, Grafana or Kibana.
• Basic understanding of cloud concepts, web applications and how client server systems work.
• Working knowledge of Windows or Linux, including reading logs and checking services and processes.
• Basic scripting ability in PowerShell, Python or Shell, or a strong willingness to learn.
• Familiarity with a ticketing tool such as ServiceNow or Jira.
• Comfortable using AI tools such as Claude, Copilot or ChatGPT for day to day technical work.
• Good written and verbal communication skills in English and the ability to explain a technical issue clearly to a senior engineer or a customer.
• Eager to learn, takes feedback well and follows processes carefully.
• Bachelor's degree in Computer Science, IT or a related field (BE, BTech or BSc).
• Exposure to KQL queries in Log Analytics.
• Basic knowledge of REST APIs and how to test them.
• Awareness of Docker, Kubernetes or CI/CD pipelines.
• Azure Fundamentals (AZ-900) or ITIL Foundation certification.
• Interest in AI tools, prompt writing or building small automations.
• This role works in rotational shifts aligned to US time zones, including night shifts.
• The person will be part of a weekend on-call rotation shared across the team.
• The role is based in our Pune office and works with global teams.
• Work on a product that public safety and justice agencies rely on every day.
• Learn from experienced engineers and get hands on with the latest monitoring, automation and AI tools.
• Clear growth path to Technical Support Engineer and onward to Advanced Support, SRE, Cloud Operations or AI Operations.

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:11916
Reporting into: Tech Manager 
Role Type: Individual Contributor