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

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

Hybrid — Bogota

Sutherland Global Services is hiring a NICE - Tier 2 Support Engineer Pipeline