Senior Technical Support Engineer

📋 Description

• Be the first point of contact for user questions, access requests, and issues, through the team’s
• Triage, prioritise, and track every request through to resolution in the ticketing system, with
• Troubleshoot technical issues by reviewing logs, testing API calls, checking configurations and
• Escalate to the AI Architects & Builders with clear reproduction steps, evidence, and impact
• 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

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or
• 4-8 years of experience as a software engineer, or in L2/L3 application or technical support for
• Hands-on technical skills: scripting or programming (Python, JavaScript/TypeScript, or similar)
• Experience with ticketing and service management tools such as ServiceNow, Jira Service Management
• Strong troubleshooting and root-cause analysis skills, and the patience to guide non-technical
• Excellent written communication: clear, friendly, and concise answers and documentation

🎁 Benefits

• Hybrid work model: 2 days in office, 3 days remote per week (NiCE-FLEX)
• Opportunity to be a founding member of a brand-new team and shape how NiCE turns AI ideas into
• Fast-paced, collaborative, and creative environment
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations