Enterprise Support Engineer: Incident & Compliance Lead

Socket.dev; Hoboken (NJ); On-site; USD 110,000 - 170,000; Full time

Job summary

NiCE is seeking a Dedicated Support Engineer (DSE) to serve as a technical expert within our Technical Support organization. You will deliver proactive and reactive support to large enterprise customers, act as a trusted advisor, and ensure incident resolution, system stability, and ongoing improvement across customer environments.

You will engage in incident management, change and release planning, monitoring, and compliance efforts, reporting to a client office in NYC and coordinating with

Qualifications

• 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).
• Familiarity with CTI integration (Avaya AES, Cisco CTI).

Responsibilities

• Serve as the primary contact for customer-raised incidents and service disruptions.
• Perform advanced troubleshooting across platforms including NICE, Avaya, Microsoft Teams.
• 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.
• Plan, test, and implement approved changes such as patches, upgrades, and configuration updates.
• Participate in CAB meetings, presenting impact and risk assessments.
• Maintain detailed documentation and implementation guides.
• Monitor system health and NICE monitoring; identify performance bottlenecks and initiate preventive actions.
• Validate backup integrity and disaster recovery readiness.
• Provide audit artifacts and support compliance & governance activities.
• Build strong relationships with customer stakeholders and participate in governance calls.
• Mentor backup engineers and onboard new team members to ensure knowledge continuity.
• Drive continuous improvement through automation and simplification of recurring tasks.
• Support migration and upgrade projects such as NICE product deployments and Teams recording transitions.

Skills

ITIL Foundation

MS Teams Certification

Azure Fundamentals

Basic Networking (CCNA)

CTI integration familiarity

SQL basics

SIP call flows

Education

Bachelor’s degree in technology or related field

Tools

ServiceNow

Remedy

ITSM tools

Job description

NiCE is seeking a Dedicated Support Engineer (DSE) to serve as a technical expert within our Technical Support organization. You will deliver proactive and reactive support to large enterprise customers, act as a trusted advisor, and ensure incident resolution, system stability, and ongoing improvement across customer environments.

You will engage in incident management, change and release planning, monitoring, and compliance efforts, reporting to a client office in NYC and coordinating with