Role Summary
NICE Ltd. is looking for an experienced and technically proficient Senior Technical Support Engineer to join the SPARK internal incubation team in Pune, Maharashtra, India. Working under the NiCE-FLEX hybrid model (2 days in office, 3 days remote), you will serve as the primary support owner and technical front door for internal generative AI solutions and enterprise-grade tools deployed across CX International. You will triage complex issues, review application logs, validate REST API calls, diagnose prompt/configuration errors, build support automation, and collaborate closely with AI Architects and Builders to feed operational insights back into the product roadmap.
Key Responsibilities
- First-Line AI Solution Support: Serve as the primary technical point of contact for users navigating internal AI applications, managing ticket triage, prioritization, and resolution tracking within Jira Service Management or ServiceNow.
- Deep Technical Troubleshooting: Go beyond standard FAQs to diagnose application bugs, examine server logs, execute API calls via Postman, test prompt behaviors, and identify misconfigurations.
- Engineering Escalation: Author comprehensive escalation reports with reproducible test steps, log traces, and business impact summaries to assist AI Architects and Builders in swift bug remediation.
- Knowledge Base & Documentation: Author and maintain runbooks, standard operating procedures (SOPs), troubleshooting workarounds, and user-facing FAQs to streamline team onboarding and adoption.
- Trend Analysis & Reporting: Monitor support analytics, response times, and user satisfaction scores; identify recurring tool issues and design real-time visibility dashboards for request tracking.
- Support Automation: Develop lightweight automation scripts (in Python or JavaScript/TypeScript) and leverage generative AI tools to automate ticket classification, FAQs, and status reporting.
Key Qualifications
- Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent practical experience).
- Experience: 4 to 8 years of experience in software development or L2/L3 technical and application support for modern software/SaaS products.
- Core Technical Skills: Hands-on scripting in Python or JavaScript/TypeScript, SQL query authoring, RESTful API testing (Postman), log analysis, and ticketing workflows (ServiceNow / Jira Service Management).
- AI Proficiency: Regular hands-on exposure to Generative AI platforms (ChatGPT, Claude, Copilot) with an understanding of hallucination risks, prompt configurations, and AI application workflows.
- Preferred Capabilities: Experience supporting conversational AI bots or agentic platforms, exposure to Microsoft Azure and CI/CD pipelines, and prior experience in CCaaS or enterprise customer experience platforms.
About NICE Ltd.
NICE Ltd. (NASDAQ: NICE) is a global software leader recognized for empowering organizations to deliver exceptional customer experiences, fight financial crime, and ensure public safety. Supporting over 25,000 businesses globally—including 85 of the Fortune 100—NICE manages more than 120 million customer interactions daily through cutting-edge cloud, digital, and artificial intelligence solutions.