NICE - ICM 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 Technical Support Engineer for our Services department to provide end users with technical support for our Service and Sales Performance Management software solutions. Responsibilities include problem resolution, documentation, and system maintenance. Strong customer service, analytical, and communication skills required. Proficiency in Linux, Shell scripting, SQL, PL/SQL, and Oracle database management is essential. Experience with web applications preferred. Ability to work in a collaborative environment and prioritize tasks effectively.

Responsibilities:

This Support Engineer performs a wide range of duties including some or all the following:

• Field incoming problems from end users to resolve Sales and Service Performance Management application issues in accordance with end user contractual SLA’s.
• Investigate and resolve customers’ issues using product knowledge, excellent troubleshooting skills and involvement from Services and Engineering expert resources.
• 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 analyze trends for ways to prevent repeated future problems.
• Develop and document change requests capturing all customer requirements.
• Prioritize, 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.
• 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.
• Administer support/system maintenance activities in accordance with instructions provided by the Customer Operations and Support Team Leader.
• Assist and/or provide guidance to junior members of the team.
• Attend Customer workshops / reviews to provide technical application advice and best practice guidance when required.
• To participate in the weekend support cover rotation.

Qualifications

• Advanced English level (B2 or Higher)
• 2-3 or more years of work experience in database support (Oracle specifically is desired)
• Very strong customer service orientation.
• Ability to absorb new ideas and concepts quickly.
• Good analytical and problem-solving abilities.
• Strong written, mathematical, oral, interpersonal, and presentational skills.
• Experience working in a team-oriented, collaborative environment.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to present ideas in a business and user-friendly language.
• Ability to communicate at all levels of Company and Customer hierarchies.
• Highly self-motivated and directed.
• 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).
• Good understanding of the Company goals and objectives.
• Working knowledge of software development principles would be advantageous.

Additional Information

This is a Hybrid position in Bogotá, Colombia. Enjoy the benefits of joining a Great Place to Work company working for the world's biggest technology companies for the Customer Experience industry.