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Entry LevelFull-time
Salary Range
$12,750 - $17,250 /year
This salary is estimated based on similar roles. The actual salary may vary.
You will be the technical contact for various large priority clients and request technical assistance via many channels including phone, email, and various web contact methods (chat, e-Services). You will quickly get to the root of customer problems by gathering all the necessary technical information then analyzing, troubleshooting, and ultimately resolving customer product concerns.   
• 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, 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 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
• 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
Free to sign up. Takes 30 seconds.
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.
