Technical Support Engineer

Company Description

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland
Unlocking digital performance. Delivering measurable results.

Job Description

Review and investigate product and integration issues raised by clients, partners, platform providers and internal teams.

• Provide accurate guidance on product usage questions and educate customers as needed to ensure a positive user experience.

• Provides reliable solutions to a variety of problems using sound problem solving techniques. • Working in accordance with NICE support process, procedures, contractual SLA’s

• Assist with Customers request assistance via many channels including, phone, email, and various web contact methods (chat, e-Services).

• Documenting all customer interactions in CRM tool in accordance with SLA. • Resolve issues on the same day, ideally during the first interaction.

• Understand customer configurations and models with the ability to make modifications.

• Deep understanding of real-time payment systems, wire payment systems, API architecture to provide quick resolutions on critical impact issues occurring during business hours or while on-call.

• Troubleshoot network, VPN, SFTP, certificate, public key authentication, SSO configurations.

• Engage with high touch customers on the phone and participate in account reviews as subject matter expert.

• Collect, analyze, and reproduce client issues which qualify as defects in the engineering tracking system.

• Document known issues in the internal and customer facing documentation portals.

• Collaborate with Product teams through participation in case reviews, bug scrubs, planning, feature request reviews. • Must be able to participate in rotating on-call schedule

Qualifications

Required Experience:

• Excellent verbal and written communication skills in English.

• At least 2 years in technical support facing customers and resolving issues.

• Fast learner with ability to educate her/himself on relevant technologies

• Excellent technical and analytical skills.

• High level of responsiveness in all communications.

• Excellent organizational skills, ability to set own task lists and timelines.

• Working in a fast-paced team environment.

• Ability to research to find solutions on new and emerging issues.

• Bachelor's degree in computer science (or equivalent). Required Skills:

• Experience in networking, data exchange, browsers, SQL, certificates

• Operating Systems: Windows and Linux

• Knowledge with Chrome, Firefox, Edge, XML, HTML, JSON.

• Familiarity with servers and solving performance issues a plus.

•Experience in the banking industry is desired • Programming and scripting background in Python, Linux, and\or other programming languages is a plus

Additional Information

All your information will be kept confidential according to EEO guidelines.