NICE – Tier 2 Support Engineer Pipeline

Sutherland; Bogotá; On-site; COP 55,800,000 - 89,280,000; Full time

Job summary

Sutherland is hiring a Tier 2 Support Engineer for NICE, based in Bogotá. You will work with global customers and internal teams to resolve complex server and database issues and maintain high customer satisfaction through clear, proactive communication.

Responsibilities include advanced troubleshooting of SQL Server, backups and restores, performance tuning, and knowledge transfer to peers. A Bachelor’s degree in CS or similar and 2+ years of relevant experience are required.

Qualifications

• Minimum 2 years of experience supporting large, global enterprise software clients.
• Strong SQL Server troubleshooting, performance, and downtime resolution skills.
• Excellent verbal and written communication skills.

Responsibilities

• Provide end-to-end Tier 2 support for NICE – Tier 2 issues, collaborating with global teams.
• Troubleshoot server, database, and connectivity issues; minimize escalations and document resolutions.

Skills

Advanced English

SQL Server

Network Troubleshooting

Database issues

Customer support

Education

Bachelor's degree in Computer Science or Software Engineering

Tools

SQL Server

Job description

Short Summary

NICE – Tier 2 Support Engineer Pipeline with Sutherland. 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…

Key Details

• Position / opportunity: NICE – Tier 2 Support Engineer Pipeline
• Organization: Sutherland
• Country / coverage: Colombia
• Location: Bogotá, Bogota, Colombia
• Work arrangement: On-site
• Opportunity type: Jobs
• Sector: Information Technology
• Compensation: Not specified
• Duration: Not specified
• Start date: 2025-09-25
• Application deadline: Not specified

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 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 This role works under a Hybrid Model (2 days On‑site, 3 days at home) Our facilities are located in Sutherland – Torre Krystal, Bogota.

Responsibilities

• 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…
• 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…

Requirements / Eligibility

• 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…
• 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…