Associate - Technical Support Engineer

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

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 

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 Requirements:  - 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

All your information will be kept confidential according to EEO guidelines.