Sustenance Engineer • Mid-Level

Who you are

You have a strong technical background and excellent problem-solving skills, with experience in managing software incidents and coordinating with various teams. You enjoy understanding why things break in production and have a knack for analyzing system behavior to drive resolutions. Your experience as a QA Engineer or in technical support has equipped you with the skills necessary to handle customer-reported incidents effectively. You thrive in collaborative environments and are comfortable working at the intersection of QA, technical support, and R&D.

You possess a keen eye for detail and are adept at performing root cause analysis to prevent future incidents. Your ability to communicate effectively with stakeholders ensures that everyone is informed and aligned during the incident management process. You are proactive in identifying and resolving bugs within a software environment, and you take pride in maintaining high standards of quality and performance.

What you'll do

As a Sustenance Engineer at NICE, you will oversee the end-to-end management of software incidents, ensuring timely resolution and effective communication with stakeholders. You will coordinate and collaborate on customer break/fix reports, performing root cause analysis, and working closely with R&D teams and other departments. Your role will involve investigating production issues and customer-reported incidents, ensuring that you replicate issues accurately and provide detailed feedback to the engineering teams.

You will be responsible for incident ownership, log analysis, and cross-team coordination to drive resolution and prevent future incidents. Your technical knowledge will be crucial in understanding system behavior and identifying areas for improvement. You will also play a key role in enhancing the overall quality of the software by collaborating with various teams to implement best practices and improve incident response processes.

What we offer

At NICE, we offer a dynamic work environment where you can challenge your limits and grow your career. You will be part of a team that values innovation and excellence, and you will have the opportunity to work on impactful projects that make a difference. We encourage you to apply even if your experience doesn't match every requirement, as we believe in fostering a diverse and inclusive workplace. Join us and be part of a company that is committed to setting the highest standards and executing beyond them.