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ManagerFull-timeRustAWSGitAI
Salary Range
$16,320 - $22,080 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a hands-on Technical Support Manager to lead AML Customer Support operations for international markets (EMEA & APAC). This role involves owning backlog health, driving complex case resolution, managing customer escalations, and ensuring high-quality delivery for NiCE Actimize AML customers.
Key Responsibilities
- →Actively oversee and guide resolution of complex AML product and platform cases
- →Serve as the escalation point for high-severity issues
- →Review technical approaches and customer communications
- →Partner with engineers to drive long-term fixes
- →Ensure proactive customer communication and risk updates
- →Own and manage the complete AML support backlog
- →Drive case prioritization and risk-based triage
- →Track and improve KPIs such as backlog aging and resolution time
- →Ensure case hygiene and documentation standards
- →Lead incident response and post-incident reviews
- →Lead, coach, and mentor ~16 AML Support Engineers
- →Conduct regular 1:1s focused on performance and development
- →Drive onboarding and continuous upskilling
- →Identify top performers and create growth pathways
- →Engage directly with key AML customers during escalations
- →Partner with cross-functional teams to ensure customer outcomes
- →Represent Customer Support in customer forums
- →Work closely with R&D, Product Management, and Cloud Ops teams
- →Ensure high-quality defect reporting and follow-through
- →Participate in release readiness and regulatory initiatives
- →Support NICE Actimize initiatives such as Cloud adoption
- →Identify operational inefficiencies and lead improvements
Requirements
- ✓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
- ✓Strong technical and operational leadership skills
- ✓Ability to deep-dive into complex AML and platform issues
- ✓Excellent customer communication and escalation management
- ✓Strong data-driven decision-making and prioritization capability
- ✓Solid understanding of AML concepts and regulatory expectations
- ✓Experience with case management systems (ServiceNow preferred)
- ✓Exposure to SaaS/Cloud-based platforms (AWS advantage)
- ✓Strong understanding of incident and problem management
Benefits
- ★Hybrid work model (2 days office, 3 days remote)
- ★Fast-paced, collaborative environment
- ★Internal career growth opportunities
