About the job
At NiCE, we embrace challenges with a relentless spirit. We are ambitious innovators and play to win, setting and exceeding the highest standards in everything we do. If you share our drive and passion, we have the ultimate career opportunity that will ignite your potential.
Job Summary:
The Sustenance Engineer is responsible for the comprehensive management of software incidents reported by customers, ensuring prompt resolution and clear communication with all stakeholders. This role entails coordinating customer break/fix reports, performing detailed root cause analyses, and collaborating with R&D teams and other departments. The ideal candidate will possess robust technical knowledge, exceptional problem-solving capabilities, and a proven record in resolving software-related customer issues.
Key Responsibilities:
- Serve as the primary point of contact for customer-reported incidents, including reproducing and diagnosing potential software bugs.
- Collaborate with technical support to identify bugs and ensure effective product usage.
- Maintain thorough incident documentation, including incident reports, root cause analyses, and resolution details.
- Facilitate effective communication among tech support, R&D teams, and other relevant departments.
- Enhance or develop incident management tools and technologies to improve tracking and resolution processes.
- Manage escalated or high-impact issues with efficiency.
- Provide timely and clear updates to stakeholders during incidents, including status and resolution timelines.
- Implement recommendations from reviews to enhance future incident response and prevention strategies.
- Design and deliver training programs for tech support and NOC teams to bolster incident detection, escalation, and management.

