Sr AI-Driven Enterprise Support Engineer

Overview

Sr AI-Driven Enterprise Support Engineer for enterprise customer support, using AI to handle routine work while engineers focus on complex problem solving and customer outcomes.

What you'll do

• 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.
• Troubleshoot advanced issues across NICE CXone and related applications.
• Coordinate escalations with SMEs and Engineering teams to drive resolution.
• Use AI tools to accelerate investigations, review recommendations, and apply technical judgment.

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.

Details

• Preferred location: Seattle (hybrid preferred) and remote considered.