Senior AI-Powered Enterprise Support Engineer

NICE; Seattle (WA); On-site; USD 120,000 - 160,000; Full time

Job summary

NiCE is redefining enterprise software support with AI-driven tools and a focus on outcomes over tickets. As a Senior Enterprise Support Engineer, you’ll own strategic customer relationships, troubleshoot complex issues, and guide cross-functional teams to resolution.

You’ll work remotely from the United States and collaborate with global brands, influencing product direction and helping establish best practices for AI-augmented support.

Qualifications

• 6+ years supporting enterprise SaaS, cloud, CCaaS, or contact center technologies.
• Experience owning customer-facing technical relationships.
• Strong troubleshooting and problem-solving capabilities.
• Experience managing complex escalations and cross-functional resolution efforts.
• Familiarity with APIs, integrations, logs, and platform diagnostics.
• Ability to communicate effectively with both technical and business stakeholders.

Responsibilities

• Own Enterprise Customer Relationships: serve as the primary technical support partner for a portfolio of enterprise customers.
• Solve Complex Technical Problems: troubleshoot advanced issues across NICE CXone and related applications; coordinate escalations with SMEs and Engineering as needed.
• Leverage AI as a Force Multiplier: utilize AI-driven tools to accelerate investigations and derive customer insights.
• Influence the Future: share customer feedback with Product and AI teams to help shape AI capabilities at scale.
• Mentor peers and promote operational excellence within the team.

Skills

Enterprise SaaS

Customer relationships

Troubleshooting

Escalation management

APIs & Integrations

Stakeholder communication

Education

Bachelor's degree in Computer Science or related field

Tools

NICE CXone

Salesforce

CRM integrations

Job description

NiCE is redefining enterprise software support with AI-driven tools and a focus on outcomes over tickets. As a Senior Enterprise Support Engineer, you’ll own strategic customer relationships, troubleshoot complex issues, and guide cross-functional teams to resolution.

You’ll work remotely from the United States and collaborate with global brands, influencing product direction and helping establish best practices for AI-augmented support.