Dedicated Support Engineer

Description

The company builds software used by thousands of businesses worldwide for customer experience, financial crime prevention and public safety, and has over 8,500 employees across more than 30 countries.

This is a dedicated support role for large enterprise customers that combines hands-on troubleshooting with regular customer contact. The engineer acts as a technical advisor and liaison, keeping incidents resolved, systems stable and environments improving over time.

The role supports managed services customers with a focus on incident management, change control, compliance and governance.

The role reports to the client's office in NYC, not the company's Hoboken, NJ office. You would be on site at the client's office 4 days a week.

Responsibilities

• Be the main contact for incidents and service disruptions that customers raise, and take advanced troubleshooting across the company, Avaya, Microsoft Teams and other platforms.
• Escalate complex issues to higher tiers or vendors and carry them through to closure within agreed SLAs, keeping customer satisfaction high.
• Run root cause analysis on recurring issues, share findings with stakeholders, and set up preventive actions.
• Plan, test and implement approved changes such as patches, upgrades and configuration updates. Present impact and risk assessments at CAB meetings and keep rollback strategies documented and ready for critical changes.
• Write detailed documentation and implementation guides for changes.
• Watch system health and the company monitoring, run regular health checks, and send proactive reports to customers.
• Find performance bottlenecks, start preventive work, and check backup integrity, disaster recovery readiness and patch compliance.
• Handle access requests: create new user and agent IDs on recording platforms, assign or adjust recording profiles for voice, chat and screen, set up access roles such as Compliance Officer, Supervisor and Playback user, and build profiles for compliance and legal teams.
• Make sure recording systems for voice, chat and video meet regulatory and business compliance standards, and supply audit evidence such as ticket logs, configuration snapshots, uptime reports and RCA documents.
• Support internal and external audits with proof that controls are followed.
• Build working relationships with customer stakeholders so support matches their business priorities. Join governance calls to report on incidents, SLAs and satisfaction, and handle escalations clearly and professionally.
• Work with infrastructure, network, Microsoft and security teams.
• Keep SOPs, knowledge bases and troubleshooting guides current. Train backup engineers and onboard new team members. Reduce repeat work through automation and simpler processes.
• Support migrations and upgrades, including the company product deployments and Teams recording transitions. Help validate solutions, run testing and secure customer acceptance, and contribute to design documents and technical reviews.
• Prepare and present reports on uptime, incident trends, SLA adherence and ticket analytics. Flag risks and recurring problems with long-term fixes, and show resource use and operational performance.

Requirements

• A bachelor's degree in a technology-related field or equivalent experience.
• ITIL Foundation for support process adherence, Microsoft certifications in MS Teams and Azure Fundamentals or Administrator, and basic networking at CCNA level or equivalent.
• Experience with CTI integration such as Avaya AES and Cisco CTI.
• Experience with ticketing and ITSM tools such as ServiceNow and Remedy.
• Ability to analyze application logs, Windows Event Viewer and SIP traces.
• Experience writing RCA documents and planning preventive actions.
• Basic SQL queries against Oracle or SQL Server databases, and an understanding of database health monitoring and backup status.
• Windows Server administration including user permissions, patching and IIS, Active Directory integration with the company, and VMware or Hyper-V virtualization.
• Experience enabling and troubleshooting Microsoft Teams compliance recording.
• Understanding of SIP call flows related to recording.
• Strong customer communication, especially on compliance and audit questions.
• Ability to write SOPs and knowledge base articles.
• Good team collaboration and escalation management.
• Proactive monitoring and early identification of potential issues.

Conditions

Hours and schedule are not stated in the posting.

On-site at the client's NYC office 4 days a week. Not based at the Hoboken, NJ office.

Equal opportunity statement: applicants are considered without regard to protected characteristics.