Senior Database Support Engineer Bilingual English

NICE is looking for a Technical Support Engineer to join our Customer Support Team in Bogota supporting our NICE Analytics Solutions globally. Candidates will support large complex enterprise software clients; have application, server, SQL skills, a networking background and excellent problem-solving and customer management skills. This position will also include working a weekend On Call rotation.

Job Description
Adhere to Service Level Agreements
Demonstrate strong case ownership
Drive issues to restoration / resolution and provide clear Root Cause Analysis (RCA)
Conduct thorough and detailed troubleshooting to provide quality support to clients
Manage customer & business partner expectations effectively to prevent escalations
Maintain high customer satisfaction throughout the problem resolution process
Work in accordance with NICE support processes, procedures, and contractual SLAs
Work with various NICE departments (Support, Product Management, R&D, Cloud etc.) and customers around the globe for end-to-end issue resolution
Participate in knowledge transfer activities as required
Track clear case updates on analysis throughout the lifecycle of a case
Provide deep dive analysis before consulting/engaging R&D
Provide clear case descriptions, symptoms and business impact statements etc.
Share knowledge with and mentor / coach other engineers
Manage case and customer updates on progress and next steps within SLA
Engage the right R&D team to assist until root cause and resolution are found
Manage the end customer expectations based on R&D findings
Articulate high level or technical updates to internal / external stakeholders
Availability out of hours as required (nights / weekends) to address critical issue
On Call frequency: One in 6 weeks (currently)
On Call Hours: Two 12 hour shifts between M-Th 8pm ? 8am EST
Qualifications
Bachelor's degree in Computer Science / Software Engineering (or similar)
3+ years of Experience in Web Applications support
Experience in Database Troubleshooting and Tuning (MS SQL)
Experience in IT (Network and system) support working on server issues mainly
Strong troubleshooting and problem-solving skills
Excellent verbal and written communication skills
Meticulous about documentation and record-keeping
Ability to provide clear, succinct, and positive communications
Ability to tailor communications for a high level or technical audience
Ability to communicate clearly with a technical / managerial audience
Ability to manage customer crisis escalations within service level agreements
Ability to work well in a global team
Ability to be critically analytical
Ability to learn quickly and educate oneself on relevant technologies and processes
Ability to multitask and prioritize work commitments
Ability to remain focused and calm under pressure
Experience in technical support serving global enterprise level customer accounts
Understand complex solutions and configurations
Analyze and draw conclusions from log files
Isolate the exact problem component based on the system / data flows / API commands etc.
Restore critical cases and determine the actual root cause
Clearly document Root Cause Analysis (RCA), Resolution and Prevention plan
Use internal and external troubleshooting tools to collect information (logs, traces, screen captures etc.) to understand the environment to determine the RCA
Create clear and self-explanatory Knowledge Articles and Production Change Requests (PCR)
Ability to learn/understand product code would be an advantage
Basic Networking knowledge of TCP/IP, addressing, configuration, port usage, networking protocols
Basic SQL understanding (DBA activities, experience with SQL queries, functions, and stored procedures)
Web technologies (ASP.NET, XML, XSLT)
Security and encryption fundamentals (SSL/TLS, SSH, PGP, Windows Certificate concepts (PKI)