Principal AI Support Engineer

Job Summary

To support a growing portfolio of enterprise customers, the remote Principal AI-Driven Enterprise Support Engineer will serve as a trusted advisor, manage complex technical escalations, and leverage AI-driven insights to enhance operational excellence.

Key responsibilities

• Build and maintain executive relationships with high-value enterprise customers while leading strategic support initiatives
• Own critical customer escalations and drive resolution strategies across various technologies and integrations
• Evaluate and influence AI capabilities in support operations, establishing best practices for AI-assisted workflows

Required qualifications

• 10+ years of experience supporting enterprise SaaS, cloud, or CCaaS technologies
• Proven success in managing large, complex enterprise customer relationships
• Deep expertise in troubleshooting sophisticated technical environments and leading high-severity escalations
• Strong executive presence and ability to influence across multiple organizations
• Experience with enterprise contact center platforms such as NICE CXone, Genesys, or similar technologies