Specialist Technical Support Engineer (AI Solutions)

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Descrição

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. So, what's the role all about? As 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. You 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. How will you make an impact? Own and resolve complex P1/P2 incidents across agentic AI, cloud, data, and application layers. Diagnose and troubleshoot AI agent workflows, LLM integrations, RAG pipelines, APIs, MCP tools, and orchestration failures. Analyze Snowflake and AWS environments to identify performance, security, data, and integration issues. Perform code-level debugging, implement fixes, and develop regression tests for production issues. Monitor system health using observability and LLMOps tools, p

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