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:
- College degree (preferable) in relevant technology field
- Prioritise, schedule, and administer all Updates, Upgrades and Major software releases in accordance with the Company Release Pol

📌 Tier 2 Support Engineer (Colombia)
🏢 Sutherland
📍 Colombia