{"id":3349440,"url":"https://alion.io/job/nice-specialist-technical-support-engineer-ai-solutions","title":"Specialist Technical Support Engineer (AI Solutions)","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":"B","score":83,"open_postings":27,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":55,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Support","role_family":"Support","seniority":"senior","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":{"min_usd":12500,"max_usd":30000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":8},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Amazon CloudWatch","optional":false},{"name":"Amazon ECS","optional":false},{"name":"Amazon EventBridge","optional":false},{"name":"Anthropic","optional":false},{"name":"API Gateway","optional":false},{"name":"AutoGen","optional":false},{"name":"AWS","optional":false},{"name":"AWS Bedrock","optional":false},{"name":"AWS Fargate","optional":false},{"name":"AWS Lambda","optional":false},{"name":"AWS Step Functions","optional":false},{"name":"Azure","optional":false},{"name":"CI/CD","optional":false},{"name":"Claude","optional":false},{"name":"Cortex","optional":false},{"name":"CrewAI","optional":false},{"name":"dbt","optional":false},{"name":"Embeddings","optional":false},{"name":"Gemini","optional":false},{"name":"Git","optional":false},{"name":"IAM","optional":false},{"name":"Incident Management","optional":false},{"name":"Jira","optional":false},{"name":"LangChain","optional":false},{"name":"LangGraph","optional":false},{"name":"LLM","optional":false},{"name":"LLM Guardrails","optional":false},{"name":"LLMOps","optional":false},{"name":"Model Context Protocol","optional":false},{"name":"OpenAI","optional":false},{"name":"Platform Engineering","optional":false},{"name":"Pydantic AI","optional":false},{"name":"Python","optional":false},{"name":"RAG","optional":false},{"name":"Rest API","optional":false},{"name":"Semantic Kernel","optional":false},{"name":"ServiceNow","optional":false},{"name":"Snowflake","optional":false},{"name":"SQL","optional":false},{"name":"Prometheus","optional":true}],"status":"live","first_seen_at":"2026-10-27T15:57:43Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-01T03:00:54Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"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?\nAs a Specialist Advanced Engineering Technical Support Engineer, you will provide senior-level L2/L3 engineering support for AI-powered solutions in production environments. This role combines deep troubleshooting expertise with software engineering capabilities, supporting agentic AI applications, cloud infrastructure, APIs, data platforms, and automation frameworks.\nYou will be responsible for diagnosing complex incidents, performing root-cause analysis, implementing code-level fixes, improving platform reliability, and partnering with architects, developers, and business stakeholders to ensure high availability and performance of critical AI solutions. \nHow will you make an impact?\nOwn and resolve complex P1/P2 incidents across agentic AI, cloud, data, and application layers.\nDiagnose and troubleshoot AI agent workflows, LLM integrations, RAG pipelines, APIs, MCP tools, and orchestration failures.\nAnalyze Snowflake and AWS environments to identify performance, security, data, and integration issues.\nPerform code-level debugging, implement fixes, and develop regression tests for production issues.\nMonitor system health using observability and LLMOps tools, proactively identifying reliability risks.\nSupport automation frameworks, event-driven workflows, and data pipelines to ensure consistent operations.\nImprove operational maturity through runbooks, alerts, knowledge articles, and continuous improvement initiatives.\nCollaborate with engineering, architecture, product, and business teams to drive successful AI solution adoption.\nEnsure governance, security, auditability, and safe execution of autonomous AI workflows. \nHave you got what it takes?\nBachelor's or Master's degree in Computer Science, Engineering, Information Systems, or a related field.\n8-12 years of experience in Software Engineering, Platform Engineering, SRE, DevOps, Data Engineering, or Advanced Technical Support.\nStrong hands-on experience with Python development, SQL, REST APIs, and distributed systems.\nExperience supporting production applications in cloud environments, preferably AWS.\nStrong understanding of Snowflake data platform, query optimization, security controls, and data operations.\nExperience troubleshooting APIs, microservices, event-driven architectures, and workflow orchestration platforms.\nHands-on experience with CI/CD pipelines, Git, testing frameworks, and automation practices.\nKnowledge of observability tools, logging, monitoring, tracing, and incident management.\nExperience with IAM, OAuth 2.0, RBAC, secrets management, and enterprise security practices.\nExcellent problem-solving, communication, and stakeholder management skills. \nExperience with Agentic AI frameworks such as LangGraph, LangChain, PydanticAI, AutoGen, CrewAI, or Semantic Kernel.\nHands-on experience with LLM platforms including OpenAI, Azure OpenAI, Anthropic Claude, Amazon Bedrock, Snowflake Cortex, or Google Gemini.\nExperience with MCP (Model Context Protocol) implementations and AI tool integrations.\nKnowledge of RAG architectures, embeddings, vector databases, and AI evaluation frameworks.\nExperience with Snowflake Cortex Agents, Cortex Search, Cortex Analyst, and Snowpark.\nExperience supporting AWS services such as Lambda, ECS/Fargate, Step Functions, EventBridge, SQS/SNS, API Gateway, and CloudWatch.\nFamiliarity with Airflow, Temporal, dbt, or other enterprise orchestration platforms.\nExperience with ServiceNow or Jira Service Management.\nExposure to AI guardrails, governance frameworks, and secure autonomous workflows. \nWhat's in it for you?\nJoin an innovative, fast-growing team building next-generation AI-powered solutions that directly impact business operations. You will work alongside AI architects, engineers, and business leaders on cutting-edge Agentic AI initiatives while gaining exposure to modern cloud technologies, GenAI platforms, and enterprise-scale data systems.\nAt NiCE, every day presents opportunities to learn, innovate, and grow. You'll have access to challenging projects, career advancement opportunities, and a collaborative environment that encourages continuous improvement and technical excellence.\nEnjoy NiCE-FLEX!\nAt NiCE, we work according to the NiCE-FLEX hybrid model, enabling maximum flexibility with 2 days working from the office and 3 days of remote work each week. Our office days are designed to foster collaboration, innovation, and meaningful team interactions.\nReq ID: 11876\nReporting Into: Technical Manager / AI Engineering Leader\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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