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NICE
Senior Technical Support Engineer
India - Pune · Hybrid · Full time · Senior level
About the role
Provide first-line support for AI tools developed by SPARK team, troubleshooting and escalating issues. Own user support experience and improve tools based on feedback.
What you’ll do
• Be first contact for user questions and issues. • Triage and track requests to resolution. • Troubleshoot technical issues and escalate. • Create and maintain FAQs and guides. • Analyze ticket trends and report improvements.
What you’ll bring
• Bachelor’s degree or equivalent experience. • 4-8 years software or technical support experience. • Skills in scripting, SQL, REST APIs, logs. • Experience with ticketing tools like ServiceNow. • Strong troubleshooting and communication skills.
Life at NICE
NiCE offers a flexible hybrid work model with 2 office days and 3 remote days weekly. Join a fast-paced, innovative global company with career growth opportunities.
About NICE
NICE provides software used by 25,000+ businesses globally to enhance customer experience, fight financial crime, and ensure public safety. Known for AI and cloud innovation with 8,500+ employees worldwide.