Sustenance Engineer - Technical Support / Software Engineer in test (Production Focus)

NICE(4 days ago)

HybridFull TimeMedior$83,955 - $112,426 (estimated)Engineering

About this role

A Sustenance Engineer at NiCE is responsible for owning the end-to-end management of production software incidents, acting as the bridge between technical support, QA, and R&D. The role focuses on investigating customer-reported issues, analyzing system behavior and logs, and ensuring clear stakeholder communication and incident documentation to improve product stability.

View Original Listing

Required Skills

Incident Management
Log Analysis
Root Cause
Troubleshooting
Stakeholder Communication
Cross-Team Coordination
Case Tracking
SDLC Knowledge
Training Delivery
Incident Documentation

Qualifications

Bachelor's Degree in Computer Science
Bachelor's Degree in Information Technology
ITIL
Incident Management Certification

About NICE

nice.com

NICE is a global software company that delivers AI‑driven customer service automation and customer experience (CX) solutions. Its cloud platforms provide contact‑center‑as‑a‑service, conversational AI, analytics, workforce engagement and process automation to help enterprises boost efficiency, improve customer interactions, and meet compliance needs. Organizations across industries use NICE’s integrated AI, analytics and automation tools to streamline operations, reduce costs, and personalize customer journeys.