Senior Technical Support Engineer (AI Solutions)
NiCE (company site, opens in a new tab)4–8 yrsPuneRemoteDirect career pageEst. 12–20 LPA
Posted 21h ago
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Job description
Structured overview of role & requirements
About This Role
- Own the end-to-end user support experience for AI solutions developed by the SPARK team, including triaging, troubleshooting, escalating, and resolving technical issues.
- Maintain and build the knowledge base, FAQs, guides, and documentation to support user onboarding and ongoing support needs for AI tools.
- Analyze support data to identify recurring issues and user feedback, automate repetitive support tasks using scripts and AI, and collaborate with engineering to improve AI solutions.
Minimum Requirements
- Bachelor's degree in Computer Science, IT, Engineering, or related field, or equivalent experience.
- 4-8 years of experience as software engineer or L2/L3 technical support for software products.
- Proficient in scripting or programming (Python, JavaScript/TypeScript, or similar), SQL, REST APIs, use of tools like Postman, and reading application logs.
- Experience with ticketing/service management tools such as ServiceNow, Jira Service Management, and fluency in English.
Ideal Candidate Profile
- Experienced in hands-on troubleshooting and root-cause analysis of software applications with the ability to engage with non-technical users effectively.
- Familiar with AI tools such as ChatGPT or Claude and understands AI response limitations; able to build automations or lightweight bots to improve support workflows.
- Comfortable supporting internal AI tools, with knowledge of cloud platforms (e.g., Azure), CI/CD basics, and working in a global support environment across time zones.