Senior Technical Support Engineer (AI Solutions)

Overview

Serve as the primary Support Helpdesk owner for SPARK, NiCE's internal incubation team building AI solutions. You will be the first point of contact for colleagues using these tools, troubleshooting issues, escalating with clear evidence, and feeding what you learn back into the product.

What you'll do

• Be the first point of contact for user questions, access requests, and issues through the team's support channels.
• Triage, prioritise, and track every request through to resolution in the ticketing system, with clear and timely updates to users.
• Troubleshoot technical issues by reviewing logs, testing API calls, checking configurations and prompts, reproducing problems, and fixing what is within your reach.
• Escalate to the AI Architects & Builders with clear reproduction steps, evidence, and impact.
• Create and maintain FAQs, how-to guides, and a searchable knowledge base for every SPARK solution.
• Document known issues, workarounds, and runbooks, and keep them current as solutions change.
• Help onboard new users and groups, working with the Change Management & Evangelist on guides and training materials.
• Analyse ticket trends to identify recurring issues, usability gaps, and training needs, and report them to the Change Management & Evangelist and the AI Architects & Builders.
• Track support metrics such as volume, response and resolution times, user satisfaction, and top issues, and share regular summaries.
• Capture user feedback and feature requests for the product backlog.
• Create a real-time dashboard for requestors to have visibility into progress.
• Use scripts and AI tools to automate repetitive support tasks such as triage, routing, FAQ answers, and reporting.
• Coordinate with your backup or rotating support colleague to maintain coverage during absences and busy periods.
• Help monitor usage and platform health, and raise alerts on anything that looks wrong.

What you'll need

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent experience.
• 4-8 years of experience as a software engineer, or in L2/L3 application or technical support for software products.
• Hands-on technical skills: scripting or programming (Python, JavaScript/TypeScript, or similar), SQL, REST APIs, tools such as Postman, and reading application logs.
• Experience with ticketing and service management tools such as ServiceNow, Jira Service Management, or similar.
• Strong troubleshooting and root-cause analysis skills, and the patience to guide non-technical users clearly.
• Excellent written communication: clear, friendly, and concise answers and documentation.
• Everyday use of generative AI tools such as Claude, ChatGPT, or Copilot, and an understanding of how AI answers can go wrong.
• An ownership mindset: you stay with an issue until it is resolved or handed over cleanly.
• Fluency in English.
• Ability to work support hours that cover the regions the team serves (working pattern to be confirmed).

Nice to have

• Experience supporting internal AI tools, chatbots, or agent platforms.
• Experience building automations or lightweight bots for support.
• Familiarity with cloud platforms such as Azure, and with basic CI/CD.
• Experience with knowledge base tools and writing technical documentation.
• Background in CX, contact centre, CCaaS, or enterprise SaaS support.
• Experience supporting users across multiple time zones.

Details

• Location: Pune, India.
• Work mode: NiCE-FLEX hybrid model, 2 days per week in the office and 3 days remote.
• Role type: Individual Contributor, reporting into Tech Manager, Engineering, CX.
• Support hours covering the regions the team serves (working pattern to be confirmed).