Company Description

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.

Job Description

NICE is looking for a Technical Support Engineer to join our Customer Support Team in Bogota supporting our NICE Analytics Solutions globally. Candidates will support large complex enterprise software clients; have application, server, SQL skills, a networking background and excellent problem-solving and customer management skills. This position will also include working a weekend On Call rotation.

Job Description

Adhere to Service Level AgreementsDemonstrate strong case ownershipDrive issues to restoration / resolution and provide clear Root Cause Analysis (RCA)Conduct thorough and detailed troubleshooting to provide quality support to clientsManage customer & business partner expectations effectively to prevent escalationsMaintain high customer satisfaction throughout the problem resolution processWork in accordance with NICE support processes, procedures, and contractual SLAsWork with various NICE departments (Support, Product Management, R&D, Cloud etc.) and customers around the globe for end-to-end issue resolutionParticipate in knowledge transfer activities as requiredTrack clear case updates on analysis throughout the lifecycle of a caseProvide deep dive analysis before consulting/engaging R&DProvide clear case descriptions, symptoms and business impact statements etc.Share knowledge with and mentor / coach other engineersManage case and customer updates on progress and next steps within SLAEngage the right R&D team to assist until root cause and resolution are foundManage the end customer expectations based on R&D findingsArticulate high level or technical updates to internal / external stakeholdersAvailability out of hours as required (nights / weekends) to address critical issueOn Call frequency: One in 6 weeks (currently)On Call Hours:    Two 12 hour shifts between M-Th 8pm – 8am EST

Qualifications

Qualifications

Bachelor's degree in Computer Science / Software Engineering (or similar)3+ years of Experience in Web Applications supportExperience in Database Troubleshooting and Tuning (MS SQL)Experience in IT (Network and system) support working on server issues mainlyStrong troubleshooting and problem-solving skillsExcellent verbal and written communication skillsMeticulous about documentation and record-keepingAbility to provide clear, succinct, and positive communicationsAbility to tailor communications for a high level or technical audienceAbility to communicate clearly with a technical / managerial audienceAbility to manage customer crisis escalations within service level agreementsAbility to work well in a global teamAbility to be critically analyticalAbility to learn quickly and educate oneself on relevant technologies and processesAbility to multitask and prioritize work commitmentsAbility to remain focused and calm under pressureExperience in technical support serving global enterprise level customer accountsUnderstand complex solutions and configurationsAnalyze and draw conclusions from log filesIsolate the exact problem component based on the system / data flows / API commands etc.Restore critical cases and determine the actual root causeClearly document Root Cause Analysis (RCA), Resolution and Prevention planUse internal and external troubleshooting tools to collect information (logs, traces, screen captures etc.) to understand the environment to determine the RCACreate clear and self-explanatory Knowledge Articles and Production Change Requests (PCR)Ability to learn/understand product code would be an advantageBasic Networking knowledge of TCP/IP, addressing, configuration, port usage, networking protocolsBasic SQL understanding (DBA activities, experience with SQL queries, functions, and stored procedures)Web technologies (ASP.NET, XML, XSLT)           Security and encryption fundamentals (SSL/TLS, SSH, PGP, Windows Certificate concepts (PKI)

Additional Information

Join one of the best place to work companies and enjoy great benefits such as Premium Healtchare, ergonomy/connectivity bonus, life insurance among others. Hybrid model in Bogotá, Colombia.