Senior AI-Driven Enterprise Support Engineer

NICE

Technical support engineer for enterprise SaaS and cloud technologies. Defining customer relationships and leveraging AI to drive outcomes for enterprise customers.

Posted 7/9/2026full-timeRemote • Washington • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

CloudServiceNow

About the role

Key responsibilities & impact

Serve as the primary technical support partner for a portfolio of enterprise customers
Build trusted relationships with technical and operational stakeholders
Conduct account reviews, identify trends, and proactively address risks
Help customers maximize the value of their NICE investments
Partner closely with Customer Success, Services, Product, and Engineering teams
Troubleshoot advanced issues across NICE CXone and related applications
Investigate routing, telephony, analytics, integrations, APIs, and platform performance
Act as the quarterback for escalations, coordinating SMEs and Engineering teams when necessary
Drive issues to resolution while maintaining exceptional customer communication
Translate technical complexity into clear business outcomes
Utilize AI-driven tools to accelerate investigations and customer insights
Review AI-generated recommendations and apply technical judgment
Provide feedback that helps improve support automation capabilities
Use AI-powered account intelligence to identify opportunities and risks proactively
Help establish best practices for AI-augmented customer support
Share customer feedback directly with Product and AI teams
Help define how emerging AI support capabilities are used at enterprise scale
Contribute to knowledge management and support process innovation
Mentor peers and promote operational excellence

Requirements

What you’ll need

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.
Preferred Experience
NICE CXone, Genesys Cloud, Cisco, Five9, Avaya, Amazon Connect, or similar platforms
Technical Account Management (TAM) experience
Contact center technologies including ACD, IVR, omnichannel routing, and workforce solutions
Salesforce, ServiceNow, Dynamics 365, or CRM integrations
Experience leveraging AI tools in technical support or customer-facing environments.

Benefits

Comp & perks

You'll join a highly supportive leadership team known for investing in people, collaboration, and growth.
You'll work alongside experienced technical leaders while partnering with some of the biggest brands in the world.
Help build a new operating model for enterprise support at a company leading the conversation around AI-powered customer experience.

ATS Keywords

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Hard Skills & Tools

Enterprise SaaS SupportCloud TechnologiesContact Center TechnologiesACDIVROmnichannel RoutingWorkforce SolutionsAI Tools in Technical SupportPlatform DiagnosticsCross-Functional Resolution

Soft Skills

Effective CommunicationRelationship BuildingMentoringOperational Excellence