Dedicated Support Engineer

NICE•Hoboken, NJ

2d•Onsite

About The Position

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.

Requirements

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.
Strong customer communication (handling compliance & audit queries).
Ability to document SOPs and knowledge base articles.
Team collaboration and escalation management.
Proactive monitoring and preventive issue identification.

Responsibilities

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.
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.
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.
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.
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.
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.
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.
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.