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.

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 transparent reproduction steps

📌 Senior Technical Support Engineer (Pune)
🏢 NICE
📍 Pune