NICE - Tier 2 Support Engineer Pipeline

About Sutherland: 

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results

• Work with various NICE departments (Support and R&D) and customers around the globe for end-to-end resolution of issues
• Maintain high customer satisfaction throughout the entire problem resolution process, through frequent customer updates
• Conduct thorough and detailed troubleshooting to provide quality support to the client, and minimize escalations
• Participate in knowledge transfer activities as required
• Work in accordance with NICE support process, procedures, contractual SLA’s
• Document all interactions related to services requests (SRs) in NICE Support System in accordance with SLA
• Travel to customer sites when required in order to resolve product issues as well as introduce new products to beta customers and NICE staff

• Advanced English Level (B2 or higher)
• Minimum 2 years experience supporting large, global, complex enterprise software clients
• Bachelor's degree in Computer Science, Software Engineering or similar technical discipline
• Minimum 2 years experience working mainly on Server issues
• Network troubleshooting skills (working with different tools)
• Experience in troubleshooting and resolving database integrity issues, performance issues, blocking and deadlocking issues, replication issues, log shipping issues, connectivity issues, security issues etc
• Ability to detect and troubleshoot SQL Server related CPU,memory,I/O, disk space and other resource contention
• Strong knowledge of backups, restores, recovery models, database shrink operations, DBCC commands, Clustering, Database mirroring, Replication.
• Minimum 2 years’ experience in customer support serving global customers 
• Must be available to work during off-hours as per shift rotations as required (nights and weekends) to address critical issues / situations
• Excellent verbal and written communication skills

This role works under a Hybrid Model (2 days On-site, 3 days at home)

Our facilities are located in Sutherland - Torre Krystal, Bogota.