Tech Manager, Customer Support, Actimize

So, what’s the role all about?

We are looking for a hands-on, technically strong, and people-focused Technical Support Manager to lead AML Customer Support operations for the International Markets (EMEA & APAC). This role sits close to the ground—owning backlog health, driving complex case resolution, managing customer escalations, and ensuring high-quality delivery for NiCE Actimize AML customers.

You are someone who thrives in a fast-paced, customer-impacting environment, can deep-dive into complex AML and system issues, and leads by example to drive ownership, accountability, and operational excellence. You will manage a team of ~16 L2/L3 AML Support Engineers, guiding them through day-to-day delivery, performance, and continuous improvement.

If you are passionate about technical leadership, customer success, operational rigor, and building high-performing teams—this is the role for you.

How will you make an impact?

Hands-On Delivery & Execution

• Actively oversee and guide resolution of complex AML product and platform cases.
• Serve as the escalation point for high‑severity, regulatory, and customer-impacting issues.
• Review technical approaches, customer communications, and RCA quality to ensure accuracy and completeness.
• Partner with engineers to drive long-term fixes, not just case closure.
• Ensure proactive customer communication, risk updates, and expectation management.

Backlog, Quality & Operational Ownership

• Own and manage the complete AML support backlog for International Markets.
• Drive case prioritization, aging management, and risk-based triage.
• Track and improve KPIs such as backlog aging, resolution time, CSAT, quality scores, and reopen rates.
• Ensure case hygiene, documentation standards, and operational discipline.
• Lead incident response and post-incident reviews.

People Leadership (Hands-On & Present)

• Lead, coach, and mentor ~16 AML Support Engineers with a strong ownership mindset.
• Conduct regular 1:1s focused on performance, delivery expectations, and development.
• Drive onboarding, ramp-up, technical enablement, and continuous upskilling.
• Identify top performers and create growth and succession pathways.
• Address performance challenges proactively and constructively.

Customer Engagement & Stakeholder Management

• Engage directly with key AML customers during escalations and sensitive use cases.
• Partner with TAMs, Professional Services, CSMs, Sales, and cross-functional teams to ensure customer outcomes.
• Establish trust through transparency, accountability, and predictable delivery.
• Represent Customer Support in customer forums and internal reviews.

Cross-Functional Collaboration

• Work closely with R&D, Product Management, Cloud Ops, and Infrastructure teams.
• Ensure high-quality defect reporting and follow-through with engineering.
• Participate in release readiness, upgrades, and regulatory-driven initiatives.
• Bring customer insights and recurring pain points into continuous improvement cycles.

Transformation & Continuous Improvement

• Support NICE Actimize initiatives such as Cloud adoption, AI-assisted support, and automation.
• Identify operational inefficiencies and lead practical improvements.
• Foster a culture where engineers think beyond BAU and contribute to innovation.

Have you got what it takes?

Experience

• 8+ years in Technical / Customer Support for enterprise-grade software.
• 3+ years leading or managing support engineers.
• Strong hands-on experience in AML / Financial Crime solutions.
• Experience working with global customers in regulated environments.

Core Skills

• Strong technical and operational leadership skills.
• Ability to deep-dive into complex AML, application, and platform issues.
• Excellent customer communication and escalation management.
• Strong data-driven decision-making and prioritization capability.
• Ability to balance delivery pressure with people leadership responsibilities.

Technical & Domain Knowledge

• Solid understanding of AML concepts, regulatory expectations, and enterprise deployments.
• Experience with case management systems (ServiceNow strongly preferred).
• Exposure to SaaS / Cloud-based platforms (AWS advantage).
• Strong understanding of incident management, problem management, and root-cause analysis.

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: 9726

Location: Pune, India
Team Size: ~16 AML Support Engineers (L2 / L3)
Reporting Into: Regional Director – Customer Support, International Markets
Role Type: People Manager