Sutherland

Global BPO providing customer lifecycle management

Tier 2 Support Engineer

Customer SupportConfirmed live in the last 24 hours

Full-timeBogotá, Bogota, ColombiaNo salary listed

About the Job

Requirements

Advanced English proficiency at B2 level or higher.
At least 2 years of experience supporting large, global, complex enterprise software clients.
A bachelor's degree in Computer Science, Software Engineering, or a similar technical discipline.
At least 2 years of experience working mainly on server issues.
Network troubleshooting skills using different tools.
Experience troubleshooting and resolving database integrity, performance, blocking and deadlocking, replication, log shipping, connectivity, and security issues.
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, and replication.
At least 2 years of customer support experience serving global customers.
Availability to work nights and weekends during off-hours as required by shift rotations to address critical issues and situations.
Strong verbal and written communication skills.

Responsibilities

Work with NICE Support and R&D departments and customers globally to resolve issues end to end.
Maintain high customer satisfaction throughout problem resolution by providing frequent customer updates.
Conduct thorough troubleshooting to provide quality client support and minimize escalations.
Participate in knowledge-transfer activities as required.
Work in accordance with NICE support processes, procedures, and contractual service-level agreements.
Document all service-request interactions in the NICE Support System in accordance with service-level agreements.
Travel to customer sites when required to resolve product issues and introduce new products to beta customers and NICE staff.

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, 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 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 global 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

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.

About the Company

Sutherland

Global BPO providing customer lifecycle management

Sutherland provides business process outsourcing that manages the entire customer lifecycle for clients, including customer support, sales, and related operations across multiple industries. It combines process consulting with outsourced delivery, using end-to-end services that mix human agents with digital tools such as AI and analytics across a global delivery network. It differentiates itself through long-term private ownership that supports steady growth and an integrated approach across technology, telecom, financial services, and healthcare. Its goal is to help clients improve the customer experience while lowering operating costs by outsourcing full lifecycle processes and advancing with digital capabilities.

Company size: 10,001+
Company stage: Private
Total funding: $30M
Headquarters: Town of Perinton, New York
Founded: 1986

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