Dedicated Support Engineer
Core
Technical expert delivering proactive and reactive support to large enterprise customers, ensuring incident resolution, system stability, and compliance for recording platforms.
Role type
Senior IC Dedicated Support Engineer (Technical Support)
Builds
Managed services for enterprise customers focusing on incident management, change control, and compliance
Domain
Contact Center / Customer Experience / Financial Crime / Public Safety
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Advanced troubleshooting, Root Cause Analysis (RCA), Change & Release Management, Compliance & Audit Support, User Provisioning, Monitoring & Preventive Maintenance, Stakeholder Management, Knowledge Documentation, Project Support, Reporting & Governance
Preferred skills
ITIL Foundation, Microsoft Certifications, Basic Networking (CCNA-level), CTI integration, Ticketing systems, Log analysis, SQL queries, Windows Server administration, Active Directory, Virtualization platforms, Microsoft Teams compliance, SIP call flows
Technologies
NICE, Avaya, Microsoft Teams, ServiceNow, Remedy, Oracle, SQL Server, VMware, Hyper-V, IIS, Active Directory
Responsibilities
Serve as primary contact for customer incidents and perform advanced troubleshooting across platforms; Plan, test, and implement approved changes including patches and upgrades; Monitor system health, conduct health checks, and identify performance bottlenecks; Provision new user/agent IDs and access roles; Ensure recording systems meet regulatory standards and provide audit artifacts; Build relationships with customer stakeholders and participate in governance calls; Maintain SOPs, knowledge bases, and troubleshoot Microsoft Teams compliance recording; Support migration and upgrade projects; Prepare reports on uptime, incident trends, and SLA adherence
Seniority
Senior, hands-on IC