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DONT APPLY Associate - Technical Support Engineer at Sutherland
SutherlandCali, Valle del Cauca, co·2h ago
Entry LevelFull-time
Salary Range
$12,750 - $17,250 /year
This salary is estimated based on similar roles. The actual salary may vary.
The purpose of this role is to deliver technical support to end users about how to use and administer the NICE Service and Sales Performance Management software solutions efficiently and effectively in fulfilling business objectives. The Engineer is also responsible for the health and well-being of our customers’ cloud solutions. Also, they will need to manage tasks to troubleshoot and resolve customer’s technical issues. Technical Support Engineer in this role gets to:  - Work with various support / any NICE department (services, 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 - Availability during off-hours as per shift rotations as required (nights and weekends) to address critical issues / situations - 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 - Participate in early installations and collect customer feedback (both internal & external) for ongoing product improvement - Travel to customer sites when required in order to resolve product issues as well as introduce new products to beta customers & NICE staff 
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About Sutherland
Sutherland is a global leader in digital transformation and technology services, specializing in helping organizations navigate the complexities of modern business through innovative solutions. Headquartered in the United States, the company has established a strong presence across multiple continents, offering expertise in automation, artificial intelligence, and customer experience management. Founded in 1998, Sutherland has grown from a regional service provider into a multinational corporation, driven by a commitment to leveraging cutting-edge technology to solve real-world business challenges. The company operates at the intersection of technology and customer engagement, serving clients across various industries including financial services, healthcare, and telecommunications. Sutherland’s core offerings include robotic process automation (RPA), artificial intelligence (AI) solutions, and customer experience (CX) platforms designed to enhance operational efficiency and customer satisfaction. Their services are characterized by a focus on scalability, integration with existing systems, and measurable outcomes. Key features of their solutions include advanced analytics, omnichannel support, and bespoke consulting to tailor strategies to client-specific needs. The company primarily targets large enterprises and mid-sized businesses seeking to streamline processes, reduce costs, and improve customer interactions through technology-driven initiatives. Their solutions are particularly valued by organizations undergoing digital transformation or looking to optimize their customer service operations. Sutherland has achieved significant recognition in the industry, including multiple awards for innovation in automation and customer experience. The company is positioned as a trusted partner for businesses aiming to harness the power of AI and automation to drive growth and efficiency. A notable aspect of Sutherland’s value proposition is its emphasis on ethical AI and sustainable practices, ensuring that technological advancements align with corporate responsibility and long-term business goals. This commitment, combined with a global delivery model and a highly skilled workforce, enables Sutherland to deliver transformative results for its clients while maintaining a competitive edge in the rapidly evolving tech services landscape.
