Company Description

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

Job DescriptionWork with various NICE departments (Support and R&D) and customers around the globe for end-to-end resolution of issuesMaintain high customer satisfaction throughout the entire problem resolution process, through frequent customer updatesConduct thorough and detailed troubleshooting to provide quality support to the client, and minimize escalationsParticipate in knowledge transfer activities as requiredWork in accordance with NICE support process, procedures, contractual SLA’sDocument all interactions related to services requests (SRs) in NICE Support System in accordance with SLATravel to customer sites when required in order to resolve product issues as well as introduce new products to beta customers and NICE staff

QualificationsAdvanced English Level (B2 or higher)Minimum 2 years experience supporting large, global, complex enterprise software clientsBachelor's degree in Computer Science, Software Engineering or similar technical disciplineMinimum 2 years experience working mainly on Server issuesNetwork 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 etcAbility to detect and troubleshoot SQL Server related CPU,memory,I/O, disk space and other resource contentionStrong 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 / situationsExcellent verbal and written communication skills

Additional Information

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

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