NICE - Tier 2 Support Engineer Pipeline

• 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.