Java Application Support Engineer

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

Sutherland is seeking a reliable and detail-oriented person to join us as Technical Support Engineer. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

The purpose of this role is to deliver technical support to end users about how to use and administer the NICE Service and Sales Performance Management software solutions efficiently and effectively in fulfilling business objectives. The Engineer is also responsible for the health and well-being of our customers’ cloud solutions. Also, they will need to manage tasks to troubleshoot and resolve customer’s technical issues.

Technical Support Engineer in this role gets to:

Work with various support / any NICE department (services, 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

Availability during off-hours as per shift rotations as required (nights and weekends) to address critical issues / situations

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

Participate in early installations and collect customer feedback (both internal & external) for ongoing product improvement

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

Qualifications

Our most successful candidates will have:

College degree (preferable) in relevant technology field

Prioritise, schedule, and administer all Updates, Upgrades and Major software releases in accordance with the Company Release Policy and contractual terms governing release policy with the customer

Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution

Evaluate documented resolutions and analyse trends for ways to prevent repeated future problems

Develop and document change requests capturing all customer requirements

Perform hands-on fixes on the Sales and Service Performance Management applications, including installing and upgrading software, database exports, and configuring the systems and applications

Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved using standard testing methodologies

Identify and learn appropriate software applications used and supported by the Company

Attend Customer workshops / reviews to provide Technical application advice and best practice guidance when required

Experience in technical customer service related industry, working in a global environment (supporting customers & partners worldwide)

Excellent English verbal and writing communication skills (and preferably additional foreign language)

Strong knowledge of Linux, Shell scripting, SQL, PL/SQL scripting for the analysis and resolution of customer issues

Experience with building and maintaining databases for query and problem tracking

Demonstrable experience of supporting industry standard database platforms within the IT industry i.e. Oracle, SQL Server, DB2

Experience of supporting Web based applications

Working knowledge of administrating UNIX, Linux or Windows servers

Working knowledge of Relational Database principles and methodologies

Proven experience with troubleshooting principles

Able to develop and interpret technical documentation for training and end user procedures

In-depth, hands-on knowledge of and experience with enterprise and desktop applications

Extensive Sales and Service Performance Management product knowledge (Training will be provided)

Working knowledge of software development principles would be advantageous

Good analytical and problem-solving abilities

Strong written, mathematical, oral, interpersonal, and presentational skills

Team player – ability to work well in a close team and collaborative environment

Highly self motivated and directed

Fast learner with ability to educate her/himself on relevant technologies

Ability to effectively prioritise and execute tasks in a high-pressure environment

Ability to present ideas in a business and user-friendly language

Ability to remain focused and calm under pressure

Serviceability approach

Positive “can do” approach

Additional Information

This position requires agreeing to work under a hybrid model in Bogota, Colombia.