Senior Technical Support Engineer

India - Pune · 4-8 years experience · Hybrid · Posted Oct 14, 2026

At a glance

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

As Support Helpdesk in the SPARK team, you will be the first point of contact for colleagues using the AI tools SPARK builds: answering questions, triaging issues, fixing what you can, and escalating what you cannot, with clear evidence.
You are an advanced software engineer at heart, so you can go beyond scripts and FAQs: read logs, test an API call, spot a configuration or prompt problem, and explain it in simple terms.
You will be the primary helpdesk owner, supported by a backup or rotating colleague for cover, and you will partner closely with the AI Architects & Builders and the Change Management & Evangelist.

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, so engineers can act fast
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

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)

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