{"id":3735015,"url":"https://alion.io/job/nice-associate-technical-support-engineer","title":"Associate Technical Support Engineer","company":{"id":6234,"name":"NICE","domain":"nice.com","url":"https://alion.io/company/nice","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":86,"open_postings":21,"ghost_share":0,"stale_share":0.571,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"ChatGPT","optional":false},{"name":"CI/CD","optional":false},{"name":"Claude","optional":false},{"name":"Copilot","optional":false},{"name":"Docker","optional":false},{"name":"Grafana","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"Kibana","optional":false},{"name":"Kubernetes","optional":false},{"name":"Linux","optional":false},{"name":"PowerShell","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-04T04:59:26Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-06T13:51:48Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"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.\nSo, what’s the role all about?\nNICE 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.\nWe 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.\nThe 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.\nHow will you make an impact?\nMonitor production systems on Azure using tools such as Azure Monitor, Application Insights, Log Analytics, Grafana and Kibana.\nWatch alert queues and dashboards, acknowledge alerts promptly and act on them as per the defined SOPs.\nCarry out first level troubleshooting by reviewing logs, metrics and recent changes, and document findings clearly.\nRaise and track incidents in the ticketing tool, escalate to senior engineers or Advanced Support on time and with complete information.\nAssist senior engineers during major incidents by gathering logs, running health checks and keeping notes.\nHelp reduce false alarms by reporting noisy or misfiring alerts to the senior team.\nUse AI tools such as Claude and Copilot to help read logs, summaries incidents and draft updates.\nWrite simple scripts to automate routine tasks such as reports and health checks, with guidance from senior engineers.\nShare clear and timely updates with internal stakeholders during incidents.\nFollow and help update SOPs, knowledge articles and troubleshooting guides.\nMeet the defined SLAs, KPIs and escalation processes.\nHave you got what it takes?\n1 to 3 years of experience in technical support, application support, NOC, production monitoring or cloud operations.\nBasic 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.\nBasic understanding of cloud concepts, web applications and how client server systems work.\nWorking knowledge of Windows or Linux, including reading logs and checking services and processes.\nBasic scripting ability in PowerShell, Python or Shell, or a strong willingness to learn.\nFamiliarity with a ticketing tool such as ServiceNow or Jira.\nComfortable using AI tools such as Claude, Copilot or ChatGPT for day to day technical work.\nGood written and verbal communication skills in English and the ability to explain a technical issue clearly to a senior engineer or a customer.\nEager to learn, takes feedback well and follows processes carefully.\nBachelor's degree in Computer Science, IT or a related field (BE, BTech or BSc).\nExposure to KQL queries in Log Analytics.\nBasic knowledge of REST APIs and how to test them.\nAwareness of Docker, Kubernetes or CI/CD pipelines.\nAzure Fundamentals (AZ-900) or ITIL Foundation certification.\nInterest in AI tools, prompt writing or building small automations.\nThis role works in rotational shifts aligned to US time zones, including night shifts.\nThe person will be part of a weekend on-call rotation shared across the team.\nThe role is based in our Pune office and works with global teams.\nWork on a product that public safety and justice agencies rely on every day.\nLearn from experienced engineers and get hands on with the latest monitoring, automation and AI tools.\nClear growth path to Technical Support Engineer and onward to Advanced Support, SRE, Cloud Operations or AI Operations.\nWhat’s in it for you?\nJoin 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!\nEnjoy NiCE-FLEX!\nAt 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.\nRequisition ID:11916\nReporting into: Tech Manager \nRole Type: Individual Contributor\n About NiCE\nNICE 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. \nKnown 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. \nNiCE is proud to be an equal opportunity employer. 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