Dedicated Support Engineer
About the role
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. 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.
Responsibilities
- 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)