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Technical Support Engineer

SutherlandBogotá
On-site Full-time

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Experience Level

Experience

Qualifications

Required Experience:Proficient verbal and written communication skills in English. A minimum of 2 years in a customer-facing technical support role, adept at resolving issues. Quick learner with the ability to self-educate on relevant technologies. Strong technical and analytical skills. High responsiveness in all communications. Exceptional organizational skills, with the ability to prioritize tasks and manage timelines effectively. Experience working in a fast-paced team environment. Ability to conduct research to find solutions for new and emerging issues. Bachelor's degree in Computer Science or a related field. Required Skills:Experience in networking, data exchange, browser troubleshooting, SQL, and certificate management. Familiarity with operating systems including Windows and Linux. Knowledge of web technologies such as Chrome, Firefox, Edge, XML, HTML, and JSON. Familiarity with server management and performance issue resolution is a plus. Experience in the banking industry is preferred.

About the job

As a Technical Support Engineer, you will play a crucial role in addressing and resolving product and integration challenges presented by clients, partners, platform providers, and internal teams. Your primary responsibilities will include:

  • Thoroughly reviewing and investigating technical issues to provide accurate guidance on product usage, ensuring a positive experience for all customers.
  • Utilizing effective problem-solving techniques to deliver reliable solutions quickly and efficiently.
  • Adhering to the NICE support processes, procedures, and contractual service level agreements (SLAs).
  • Assisting customers via multiple communication channels, including phone, email, and web-based contact methods (such as chat and e-Services).
  • Documenting all customer interactions in the CRM tool in compliance with SLAs, aiming to resolve issues on the same day, ideally during the first interaction.
  • Understanding customer configurations and having the ability to make necessary adjustments.
  • Possessing a deep understanding of real-time payment systems, wire payment systems, and API architecture to swiftly resolve critical issues that arise during business hours or while on-call.
  • Troubleshooting various technical aspects, including network, VPN, SFTP, certificate, public key authentication, and SSO configurations.
  • Engaging with high-touch customers and participating in account reviews as a subject matter expert.
  • Collecting, analyzing, and replicating client issues that qualify as defects, documenting them in the engineering tracking system.
  • Maintaining a repository of known issues in both internal and customer-facing documentation.
  • Collaborating with product teams through active participation in case reviews, bug scrubs, planning, and feature request reviews.
  • Being available to participate in a rotating on-call schedule.

About Sutherland

About SutherlandSutherland is at the forefront of innovation in artificial intelligence, automation, cloud engineering, and advanced analytics. We partner with iconic brands globally, offering them unparalleled value through our market-leading technology and excellence in business processes. With over 200 unique inventions under various patents in AI and other critical technologies, we drive digital transformation, optimize core business operations, and reinvent customer experiences. Our bespoke solutions are developed through a seamless 'as a service' model, combining human expertise with artificial intelligence to unlock new possibilities for businesses and their customers.

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