Dedicated Support Engineer

Nice Ltd.; Hoboken, Northern (NJ, KY); Hybrid; USD 110,000 - 150,000; Full time

Job summary

NiCE is seeking a Dedicated Support Engineer (DSE) to deliver proactive and reactive support to large enterprise customers. The role reports to a client office in NYC, with on-site presence required 4 days a week.

You will be the technical liaison ensuring incident resolution, system stability, and governance across customer environments. Responsibilities include incident management, change control, health monitoring, and documentation.

Qualifications

• Bachelor's degree in a technology-related field or equivalent experience.
• ITIL Foundation and Microsoft certifications required.
• Experience with ticketing systems (ServiceNow, Remedy).

Responsibilities

• Act as primary contact for incidents and service disruptions.
• Perform advanced troubleshooting across NICE, Avaya, Teams.
• Lead change and release management, CAB participation.
• Monitor system health and provide proactive reports.
• Provide audit artifacts and governance reporting.
• Collaborate with cross-functional teams including infrastructure, network, Microsoft, and security.
• Mentor backup engineers and onboard new team members.
• Support migration and upgrade projects and document solutions.
• Prepare and present uptime and SLA reports.

Skills

ITIL Foundation

MS Teams Certifications

Azure Fundamentals

CCNA

CTI integration

Ticketing systems

Log analysis

RCA documentation

SQL queries

Windows Server

Active Directory

Virtualization

Teams compliance recording

SIP call flows

Education

Bachelor's degree in technology

Tools

ServiceNow

Remedy

ITSM tools

Job description

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.

This position reports to our clients office in NYC and you'd be required to report to their office 4x a week. You will not be reporting to the NiCE Hoboken, NJ office.

The Dedicated Support Engineer (DSE)is a technical expert within NICE’s Technical Support organization, responsible for delivering proactive, and reactive support to large enterprise customers. Acting as a trusted advisor and technical liaison, the DSE ensures seamless incident resolution, system stability, and continuous improvement across customer environments.

This role combines deep technical troubleshooting with strategic customer engagement, cross-functional collaboration, and operational excellence. The DSE supports managed services customers with a focus on incident management, change control, compliance, and governance.

Key Responsibilities

1. Incident & Problem Management

• Serve as the primary contact for customer-raised incidents and service disruptions.
• Perform advanced troubleshooting across platforms including NICE, Avaya, Microsoft Teams, and more.
• Escalate complex issues to higher tier/vendors and drive resolution to closure.
• Conduct Root Cause Analysis (RCA) for recurring issues and share insights with stakeholders.
• Ensure all incidents are resolved within agreed SLAs and maintain high CSAT.

2. Change & Release Management

• Plan, test, and implement approved changes such as patches, upgrades, and configuration updates.
• Participate in CAB meetings, presenting impact and risk assessments.
• Ensure rollback strategies are documented and ready for critical changes.
• Maintain detailed documentation and implementation guides.

3. Monitoring & Preventive Maintenance

• Monitor system health and NICE monitoring.
• Conduct regular health checks and share proactive reports with customers.
• Identify performance bottlenecks and initiate preventive actions.
• Validate backup integrity, disaster recovery readiness, and patch compliance.

4. General Provisioning & Access Requests

• Provisioning of new user/agent IDs in recording platforms.
• Assigning/adjusting recording profiles (voice, chat, screen).
• Provisioning access roles (e.g., Compliance Officer, Supervisor, Playback user).
• Profile setup for compliance/legal teams.

5. Compliance & Audit Support

• Ensure recording systems (voice/chat/video) meet regulatory and business compliance standards.
• Provide audit artifacts such as ticket logs, configuration snapshots, uptime reports, and RCA documentation.
• Support internal and external audits with evidence of control adherence.
• Build strong relationships with customer stakeholders to align support with business priorities.
• Participate in governance calls, providing updates on incidents, SLAs, and satisfaction metrics.
• Handle escalations with professionalism and clarity, fostering trust and confidence.
• Collaborate with cross-functional teams including infrastructure, network, Microsoft, and security.

7. Knowledge & Documentation

• Maintain and update SOPs, knowledge bases, and troubleshooting guides.
• Mentor backup engineers and onboard new team members to ensure knowledge continuity.
• Drive continuous improvement through automation and simplification of recurring tasks.

8. Project Support

• Support migration and upgrade projects such as NICE product deployments, and Teams recording transitions.
• Assist in solution validation, testing, and customer acceptance.
• Contribute to design documentation and participate in technical reviews.

9. Reporting & Governance

• Prepare and present reports on uptime, incident trends, SLA adherence, and ticket analytics.
• Highlight risks and recurring issues, proposing long-term solutions.
• Provide visibility into resource utilization and operational performance.

Qualifications & Skills

• Bachelor's degree in a technology-related field or equivalent experience.
• ITIL Foundation (for SRF/support process adherence), Microsoft certifications (MS Teams, Azure Fundamentals/Administrator), Basic Networking (CCNA-level or equivalent).
• Familiarity with CTI integration (Avaya AES, Cisco CTI).
• Ticketing systems (ServiceNow, Remedy, ITSM tools).
• Log analysis (application logs, Windows Event Viewer, SIP traces).
• RCA documentation and preventive action planning.
• Basic SQL queries for DB (Oracle/SQL Server).
• Understanding of DB health monitoring and backup status.
• Windows Server administration (user permissions, patching, IIS), Active Directory integration with NICE, Virtualization platforms (VMware/Hyper-V).
• Microsoft Teams compliance recording enablement & troubleshooting.
• SIP call flows related to recording.

Soft Skills / Service Orientation

• Ability to document SOPs and knowledge base articles.
• Team collaboration and escalation management.
• Proactive monitoring and preventive issue identification.

About NiCE

NICELtd. (NASDAQ: NICE)software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,fight financial crimeand ensure public safety.Every day, NiCE software managesmore than120 million customer interactions and monitors3+billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in NICE’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

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