Tier 2 Support Engineer – NICE Platform

About the role

Sutherland is seeking a Tier 2 Support Engineer to work on the NICE platform, providing end‑to‑end issue resolution for global customers. You will collaborate with NICE Support, R&D, and client teams while maintaining high customer satisfaction.

Key responsibilities

• Resolve complex server and database issues for large enterprise software clients.
• Perform detailed troubleshooting, document all service requests, and follow NICE support processes and SLAs.
• Provide regular updates to customers and participate in knowledge‑transfer activities.
• Travel to customer sites when required to resolve product issues or introduce new beta products.

Required profile

• Minimum 2 years of experience supporting global, complex enterprise software.
• Bachelor's degree in Computer Science, Software Engineering or a related technical field.
• Advanced English proficiency (B2 or higher) and ability to work off‑hours, including nights and weekends.

Required skills

• SQL Server administration (backups, restores, recovery models, DBCC, clustering, mirroring, replication).
• Network troubleshooting using various tools.
• Diagnosing database integrity, performance, blocking/deadlocking, log shipping, connectivity, and security issues.
• Monitoring and troubleshooting CPU, memory, I/O, and disk‑space contention on SQL Server.