{"id":2535153,"url":"https://alion.io/job/nice-senior-technical-support-engineer-4","title":"Senior Technical Support Engineer (AI Solutions)","company":{"id":6234,"name":"NICE","domain":"nice.com","url":"https://alion.io/company/nice","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":90,"open_postings":24,"ghost_share":0,"stale_share":0.375,"repost_share":0.042,"time_to_fill_p50_days":59,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11500,"max_usd":31000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":643},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"ChatGPT","optional":false},{"name":"CI/CD","optional":false},{"name":"Claude","optional":false},{"name":"Copilot","optional":false},{"name":"JavaScript","optional":false},{"name":"Jira","optional":false},{"name":"Postman","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false},{"name":"TypeScript","optional":false}],"status":"live","first_seen_at":"2026-10-14T12:19:24Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-14T21:05:26Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.\nSo, what’s the role all about?\nNiCE 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.\nAs 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.\nYou 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.\nHow will you make an impact?\nYou will own the user support experience for SPARK solutions, keeping colleagues productive and feeding what you learn back into the tools.\nSupport Our Users\nBe the first point of contact for user questions, access requests, and issues, through the team’s support channels\nTriage, prioritise, and track every request through to resolution in the ticketing system, with clear and timely updates to users\nTroubleshoot 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\nBuild Knowledge\nCreate and maintain FAQs, how-to guides, and a searchable knowledge base for every SPARK solution\nDocument known issues, workarounds, and runbooks, and keep them current as solutions change\nHelp onboard new users and groups, working with the Change Management & Evangelist on guides and training materials\nSpot Patterns and Improve\nAnalyse ticket trends to identify recurring issues, usability gaps, and training needs, and report them to the Change Management & Evangelist and the AI Architects & Builders\nTrack support metrics such as volume, response and resolution times, user satisfaction, and top issues, and share regular summaries\nCapture user feedback and feature requests for the product backlog\nCreate real time dashboard for requestor to have visibility into progress\nAutomate and Cover\nUse scripts and AI tools to automate repetitive support tasks such as triage, routing, FAQ answers, and reporting\nCoordinate with your backup or rotating support colleague to maintain coverage during absences and busy periods\nHelp monitor usage and platform health, and raise alerts on anything that looks wrong\nHave you got what it takes?\nBachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent experience\n4-8 years of experience as a software engineer, or in L2/L3 application or technical support for software products\nHands-on technical skills: scripting or programming (Python, JavaScript/TypeScript, or similar), SQL, REST APIs, tools such as Postman, and reading application logs\nExperience with ticketing and service management tools such as ServiceNow, Jira Service Management, or similar\nStrong troubleshooting and root-cause analysis skills, and the patience to guide non-technical users clearly\nExcellent written communication: clear, friendly, and concise answers and documentation\nEveryday use of generative AI tools such as Claude, ChatGPT, or Copilot, and an understanding of how AI answers can go wrong\nAn ownership mindset: you stay with an issue until it is resolved or handed over cleanly\nFluency in English\nAbility to work support hours that cover the regions the team serves (working pattern to be confirmed)\nYou will have an advantage if you also have:\nExperience supporting internal AI tools, chatbots, or agent platforms\nExperience building automations or lightweight bots for support\nFamiliarity with cloud platforms such as Azure, and with basic CI/CD\nExperience with knowledge base tools and writing technical documentation\nBackground in CX, contact centre, CCaaS, or enterprise SaaS support\nExperience supporting users across multiple time zones\nWhat’s in it for you?\nSPARK 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.\nJoin 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!\nEnjoy NiCE-FLEX!\nAt 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.\nReq ID: 11868\nReporting into: Tech Manager, Engineering, CX\nRole Type: Individual Contributor\n About NiCE\nNICE 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. \nKnown 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. \nNiCE is proud to be an equal opportunity employer. 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