Senior Dedicated Support Engineer

We are seeking a Senior Dedicated Support Engineer to join our Technical Support organization. As a trusted advisor and technical liaison, you will be responsible for delivering proactive and reactive support to large enterprise customers.

Requirements

• Serve as the primary contact for customer-raised incidents and service disruptions.
• Perform advanced troubleshooting across platforms.
• Conduct Root Cause Analysis (RCA) for recurring issues and share insights with stakeholders.
• Plan, test, and implement approved changes such as patches, upgrades, and configuration updates.
• Monitor system health and NICE monitoring.
• Conduct regular health checks and share proactive reports with customers.
• 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.
• 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.
• Prepare and present reports on uptime, incident trends, SLA adherence, and ticket analytics.

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance