Technical support engineer T2 advanced English level required

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