Java Application Support Engineer

Sutherland is seeking an attentive person to join the Actimize Technical Support team at NICE Systems. This is a position for people with experience in application support, Java debugging and SQL querying, with advanced English communication skills.

Job Description:

The Actimize Technical Support Engineer performs a wide range of duties including some or all of the following:

• Review and investigate issues raised by client and provide accurate guidance based on current documentation.
• Understand client software configuration and customizations done in the following programming languages: Java, JavaScript, SQL, XML to provide the right support.
• Be able to install, configure and customize solutions by following implementation guides and manuals.
• Reproduce client environment data, configuration and setup in order to investigate possible issues.
• Provides information by collecting, analyzing, and summarizing development and service issues.
• Utilizes software engineering tools such as configuration management systems, build processes, and debuggers in the software development process.
• Collaborates and adds value through participation in peer case reviews, providing comments and suggestions.
• Provides reliable solutions to a variety of problems using sound problem solving techniques.
• Performs technical root cause analysis and outlines corrective action for given problems.
• Work with customer and ownership for issues collaborating with higher tiers for end-to-end resolution
• Assist with Customers request assistance via many channels including, phone, email, and various web contact methods (chat, e-Services).
• Working in accordance with NICE support process, procedures, contractual SLA’s
• Documenting all customer interactions in CRM tool in accordance with SLA.

Qualifications

• Excellent verbal and written communication skills in English.
• At least 2 year in technical support facing customers and resolving issues.
• Fast learner with ability to educate her/himself on relevant technologies
• 2 years of experience with application development using Object oriented, JAVA,
• Windows Forms, SQL.
• Intimate knowledge of the customer’s connected applications.
• Excellent technical and analytical skills.
• Technical development/debugging and diagnosis skills (e.g. coding, scripting, etc.).
• Integration experience with desktop enterprise software applications.
• Excellent organizational skills, ability to set own task lists and timelines.
• Ability to work in a team.
• Demonstrated interest and ability to communicate across technology and business
• boundaries.
• Bachelor's degree in computer science (or equivalent).
• Experience in customer support.
• Knowledge with Linux, Microsoft Server.
• Knowledge with SQL Server.
• Knowledge with XML, HTML, PERL.
• Familiarity with servers tuning and solving performance issues plus.

This is a hybrid position in Bogotá, Colombia. We are located in North Point Torre Krystal, Usaquén.