Technical support engineer (NIA) - NICE Systems

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 38 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

You will be the technical contact for various large priority clients and request technical assistance via many channels including phone, email, and various web contact methods (chat, e-Services). You will quickly get to the root of customer problems by gathering all the necessary technical information then analyzing, troubleshooting, and ultimately resolving customer product concerns.   

• Adhere to Service Level Agreements
• Demonstrate strong case ownership
• Drive issues to restoration / resolution and provide clear Root Cause Analysis (RCA)
• Conduct thorough and detailed troubleshooting to provide quality support to clients
• Manage customer & business partner expectations effectively to prevent escalations
• Maintain high customer satisfaction throughout the problem resolution process
• Work in accordance with NICE support processes, procedures, and contractual SLAs
• Work with various NICE departments (Support, etc.) and customers around the globe for end-to-end  issue resolution
• Participate in knowledge transfer activities as required
• Track clear case updates on analysis throughout the lifecycle of a case
• Provide clear case descriptions, symptoms and business impact statements etc.
• Share knowledge with and mentor / coach other engineers
• Manage case and customer updates on progress and next steps within SLA
• Articulate high level or technical updates to internal / external stakeholders
• Availability out of hours as required (nights / weekends) to address critical issue
• On Call frequency: One in 6 weeks (currently)
• On Call Hours:    Two 12 hour shifts between M-Th 8pm – 8am EST

• 1-3 years of Experience specifically in Web Applications support or the related skills required (can have more time of experience in other fields)
• Experience in Database Troubleshooting and Tuning (MS SQL)
• Working knowledge of administrating UNIX, Linux (Basic Linux commands administration, navigate and troubleshoot) AND Windows servers (Services, logs, troubleshooting). Must have.
• Experience in IT (Network and system) support working on server issues mainly
• Strong troubleshooting and problem-solving skills
• Excellent verbal and written communication skills
• Ability to provide clear, succinct, and positive communications
• Ability to communicate clearly with a technical / managerial audience
• Ability to manage customer crisis escalations within service level agreements
• Ability to learn quickly and educate oneself on relevant technologies and processes
• Ability to multitask and prioritize work commitments
• Analyze and draw conclusions from log files
• Isolate the exact problem component based on the system / data flows / API commands etc.
• Restore critical cases and determine the actual root cause
• Clearly document Root Cause Analysis (RCA), Resolution and Prevention plan
• Use internal and external troubleshooting tools to collect information (logs, traces, screen captures etc.) to understand the environment to determine the RCA
• Basic Networking knowledge of TCP/IP, addressing, configuration, port usage, networking protocols (preferred)
• Basic SQL understanding (DBA activities, experience with SQL queries, functions, and stored procedures) Basic queries. (clauses, joins, statements, creating tables, etc.) Must have.
• Web technologies (ASP.NET, XML, XSLT)           
• Security and encryption fundamentals (SSL/TLS, SSH, PGP, Windows Certificate concepts (PKI)
• English communication skills (B2 or higher) as it is a customer facing role.

This is a hybrid role in Bogotá, Colombia. Relocation is required. Enjoy the benefits of working with a certified 'Great Place to Work' company!