Senior Technical Support Engineer

So, what’s the role all about?

NiCE is building SPARK, a new internal incubation team that turns great ideas from across CX International into working AI solutions, and then into enterprise-grade tools that roll out to colleagues around the world. Every tool we launch needs a great front door, and that is the Support Helpdesk.

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. What you learn from users will shape what SPARK builds and improves next.

How will you make an impact?

You will own the user support experience for SPARK solutions, keeping colleagues productive and feeding what you learn back into the tools.

Support Our Users

• 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 reachEscalate to the AI Architects & Builders with clear reproduction steps, evidence, and impact, so engineers can act fast

Build Knowledge

• 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

Spot Patterns and Improve

• 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 real time dashboard for requestor to have visibility into progress

Automate and Cover

• 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

Have you got what it takes?

• 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)

You will have an advantage if you also 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

What’s in it for you?

SPARK is a chance to be a founding member of a brand-new team, and to shape how NiCE turns AI ideas into everyday tools used by colleagues around the world.

Join an ever-growing, market-disrupting, global company where the teams, comprised of the best of the best, work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate about AI, innovative at heart, and excited to constantly raise the bar on what intelligent technology can do, you may just be our next NiCEr!

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Req ID: 11868
Reporting into: Tech Manager, Engineering, CX
Role Type: Individual Contributor