NICE - Actimize Associate Technical Support Engineer

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.

The Actimize Associate 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.

• Excellent verbal and written communication skills in English.
•  Fast learner with ability to educate her/himself on relevant technologies.
•  1 year of experience with application development using Object oriented, JAVA, Windows Forms, SQL (or equivalent evidence of learning/projects).
•  Excellent technical and analytical skills.
•  Technical development/debugging and diagnosis skills (e.g. coding, scripting, etc.).
•  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), or very close to completion.  Excellent verbal and written communication skills
• Programming language: Java and JavaScript. Scala is a plus.
• Relational databases: i.e., Oracle, SQL Server
• Application server: i.e., Tomcat, WebLogic, WebSphere.
• Operating Systems: Windows and Linux
•  Knowledge of XML, HTML.

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