NICE - Tier 2 Support Engineer Pipeline

Sutherland
Bogotá
Workplace: HybridFull timeFunction: Product ManagementExperience: 2+ yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Customer service","English"]

Join a global enterprise support team to resolve complex NICE software issues across departments, ensuring high customer satisfaction through thorough troubleshooting, timely updates, and knowledge transfer. You’ll work hybrid in Bogota, support servers and databases, and travel to customer sites as needed to resolve product issues and introduce new solutions.

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FursaFursa
Sutherland
Sutherland
11 months ago

NICE - Tier 2 Support Engineer Pipeline

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Join a global enterprise support team to resolve complex NICE software issues across departments, ensuring high customer satisfaction through thorough troubleshooting, timely updates, and knowledge transfer. You’ll work hybrid in Bogota, support servers and databases, and travel to customer sites as needed to resolve product issues and introduce new solutions.
Location: Bogotá
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management
Seniority: Entry level

Key Responsibilities

  • •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.
  • •Travel to customer sites when required in order to resolve product issues as well as introduce new products to beta customers and NICE staff.

Key Requirements

  • •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:2+ yearsEnterprise softwareGlobalServer issuesNetwork troubleshooting
Education:Bachelor's in Computer Science, Software Engineering or similar technical discipline
Skills:CommunicationProblem-solvingCustomer serviceEnglish
Languages:English
Tech Stack:SQL ServerDBCCClusteringDatabase mirroringReplicationBackupsRecovery modelsSQLWindows Server

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
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Glassdoor: 3.5
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