Employer description & source details
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. You will own the user support experience for SPARK solutions, keeping colleagues productive and feeding what you learn back into the tools. 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 clear reproduction steps, evidence, and impact, so engineers can act fast Create and maintain FAQs, how-to guides, and a searchable knowledge base for every SPARK solution Analyse ticket trends to identify recurring issues, usability gaps, and training needs, and report them to the Change Management & Evangelist and the AI Architects & Builders Coordinate with your backup or rotating support colleague to maintain coverage during absences and busy periods Experience with ticketing and service management tools such as ServiceNow, Jira Service Management, or similar You will have an advantage if you also have: Experience with knowledge base tools and writing technical documentation NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ gl
Extracted skills: javascript, typescript, python, go, sql, azure, operations