Tech Manager (Advanced Technical Support)

So, what’s the role all about?

We are currently expanding our T4 Advanced Support Engineering team to ensure we continue to offer exemplary service to our customers and teams. We seek managers who are passionate about application support to influence and drive the strategic support mission.

As a Technical Support L4 (T4) Manager, you’ll be central to resolving complex production issues. This role calls for a holistic troubleshooting mindset and the technical depth to tackle challenging, sometimes one-off, problems - whether they stem from new releases or long-standing features. You’ll drive collaboration between advanced support, development, and key stakeholders, set clear expectations, and refine support processes as needed. Meeting SLAs is your responsibility, along with building your own expertise in the supported domains. You’ll also lead efforts to automate manual tasks, leveraging AI where practical.

We’re seeking a hands-on technical leader who can both manage people and dive deep into problem-solving. You should have:

• Proven leadership: experience guiding, coaching, and motivating teams.
• Initiative: a track record of attacking tough customer issues with energy and positivity.
• Flexibility: willingness to adjust hours when production issues demand fast action.
• Ownership: proactive in refining support processes and communicating changes.
• Availability: able to provide on-call coverage and manage the team’s roster.
• Global experience: comfortable working across time zones and cultures.
• Agile mindset: familiar with Agile delivery and remote team management.
• Matrix skills: effective in cross-functional, complex environments.
• Team player: strong, respectful communicator, both internally and with customers.
• Reporting: able to deliver timely updates to stakeholders.

This is a hands-on leadership role; expect to be just as involved in technical troubleshooting as you are in managing your team. Prior experience as a Support Manager (L2/L3) is highly valued.

How will you make an impact?

As the T4 Support Manager, you will:

• Lead and manage a team of Advanced Support Engineers in Pune, including hiring, mentoring, reviews, and promotions.
• Work closely with your team on production support, troubleshooting, triage, monitoring, tooling, and incident resolution.
• Promote best practices and empower the team to improve their workflows.
• Coordinate with leadership to ensure your team has the resources they need.
• Ensure all SLAs are met, and production issues are resolved quickly.
• Remove roadblocks for your team and escalate as necessary.
• Serve as the main contact for critical product support and defect management.
• Oversee escalations, manage work backlogs, and drive improvement initiatives.
• Lead deep dives into outages, performance problems, and recurring issues.
• Drive automation to reduce manual tasks and optimize support operations.
• Report on key metrics - tracking open, resolved, and closed support issues.

Have you got what it takes?

• 12+ years in cloud application support.
• 4+ years of experience managing technical teams.
• Advanced technical and troubleshooting skills.
• Strong knowledge of data handling and MS SQL.
• Experience with programming or advanced scripting (C#, PowerShell, etc.).
• Comfortable with API integration (REST, SOAP) and processing results.
• Hands-on experience supporting production and test environments.
• Familiar with SOA applications and cloud providers (preferably Azure).
• Proven record supporting live cloud services and applications.
• Excellent communication skills - clear, respectful, and effective internally and externally.
• Strong listener, able to validate assumptions and use questioning to understand and solve customer problems.
• Methodical approach to troubleshooting and reproducing issues.
• Skilled at balancing multiple priorities and switching between tasks.
• Experience with process, incident, problem, and change management.
• Familiar with defining and supporting Service Level Objectives (SLOs).
• Excellent documentation abilities.

What’s in it for you?

Join 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!

Enjoy NiCE-FLEX!

At 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.

Requisition ID: 9694
Reporting into: Director
Role Type: Manager