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Job Description

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

Qualifications

- Advanced English Level (B2 or higher)
- Minimum 2 years experience supporting large, general, 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 in troubleshooting and resolving database integrity issues, performance issues, blocking and deadlocking issues, replication issues, log shipping issues, connectivity issues, security issues etc
- Ability to detect and troubleshoot SQL Server related CPU, memory, I/O, disk space and other resource contention
- Strong knowledge of backups, restores, recovery models, database shrink operations, DBCC commands, Clustering, Database mirroring, Replication
- Minimum 2 years’ experience in customer support serving general customers
- Must be available to work during off-hours as per shift rotations as required (nights and weekends) to address critical issues / situations
- Excellent verbal and written communication skills

Benefits

- This role works under a Hybrid Model (2 days On-site, 3 days at home)
- Our facilities are located in Sutherland - Torre Krystal, Bogota

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Postúlate en Kit Empleo: kitempleo.com.co/empleo/1azh5i

📌 Nice - Tier 2 Support Engineer Pipeline (Bogotá)
🏢 Sutherland
📍 Bogotá