NICE Ltd.

Dedicated Support Engineer

NICE Ltd. • $100K — $120K *
Hoboken, NJ 07030In-Person
Technical Services
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree in a technology-related field or equivalent experience.
  • ITIL Foundation certification for support process adherence.
  • Microsoft certifications for Teams and Azure.
  • Basic networking knowledge at CCNA level or equivalent.
  • Experience with ticketing systems like ServiceNow or Remedy.
  • Proficient in log analysis and RCA documentation.
  • Familiarity with Microsoft Teams compliance recording and troubleshooting.

Responsibilities

  • Serve as the primary contact for customer-raised incidents and disruptions.
  • Perform advanced troubleshooting across platforms including NICE and Microsoft Teams.
  • Conduct root cause analysis for recurring issues and share insights with stakeholders.
  • Plan and implement approved changes like patches and upgrades.
  • Monitor system health and conduct proactive health checks for customers.
  • Build strong relationships with customer stakeholders and align support with business priorities.
  • Prepare and present reports on uptime, incident trends, and SLA adherence.

Benefits

  • Access to train on the latest technologies and tools in the industry.
  • Opportunities for professional development and certification.
  • Strong collaborative work environment with cross-functional teams.
  • Proximity to NYC offers networking opportunities and cultural exposure.
Full Job Description
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.

6. Customer & Stakeholder Management
  • 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
  • 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.

About NICE Ltd.

NICE Ltd. is an Israel-based company, specializing in telephone voice recording, data security, surveillance, and Robotic Process Automation as well as systems that analyze recorded data. The company serves various industries, such as financial services, telecommunications, healthcare, outsourcers, retail, media, travel, service providers, and utilities. The primary listing of the company's shares is on the Tel Aviv Stock Exchange; where it is part of the TA-35 Index. Barak Eilam became CEO in April 2014, replacing Zeevi Bregman. Eilam previously headed the company's Americas division. As of November, 2020 the company had ~6,800 employees. NICE was founded in 1986 as Neptune Intelligence Computer Engineering by 7 Israeli former army colleagues. The company initially focused on developing technology for security and defense applications, but soon refocused their efforts on civilian applications, mainly for contact center, financial services and business intelligence markets.
Learn more about NICE Ltd.
Size
7,102 employees
Market Cap
$12.3 billion
Industry
Enterprise Technology
Net Income
$196.6 million
Founded
2000
5 Year Trend
+13.6%
Revenue
$1.6 billion
NASDAQ
NICE
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at NICE Ltd.

More Technical Services Jobs

Find similar Dedicated Support Engineer jobs:

NationwideHoboken, NJ