Java Support Engineer

About the Role

We are seeking a skilled Application Support Engineer to join our global team. In this role, you will be responsible for managing and troubleshooting incidents related to application errors, exceptions, logs, Java debugging, and SQL querying. This is a hybrid position based in Bogotá, Colombia.

Responsibilities

• Review and investigate issues raised by clients, providing accurate guidance based on existing documentation.
• Understand client software configurations and customizations in Java, JavaScript, SQL, and XML to provide effective support.
• Install, configure, and customize solutions according to implementation guides and manuals.
• Reproduce client environments, data, and configurations to effectively investigate potential issues.
• Collect, analyze, and summarize development and service issues to provide insights.
• Utilize software engineering tools such as configuration management systems, build processes, and debuggers.
• Collaborate with peers through case reviews, offering constructive comments and suggestions.
• Take ownership of customer issues, working with higher tiers for end-to-end resolution.
• Assist customers through various channels, including phone, email, and web contact methods (chat, e-Services).
• Document all customer interactions in the CRM tool, adhering to Service Level Agreements (SLAs).

Qualifications

• Excellent verbal and written communication skills in English (B2 level or higher required).
• Bachelor's degree in Computer Science or equivalent.
• Minimum of 2 years in technical support, facing customers and resolving issues.
• Demonstrated ability to learn quickly and self-educate on relevant technologies.
• 2 years of experience with application development using Object-Oriented Programming, JAVA, Windows Forms, and SQL.
• Strong technical development, debugging, and diagnosis skills (e.g., coding, scripting).
• Experience with integration of desktop enterprise software applications.
• Knowledge of Linux and Microsoft Server environments.
• Familiarity with XML and HTML.

Additional Information

• This is a hybrid role based in Bogotá, Colombia (Cra 7ma #156-10, North Point, Torre Krystal).
• Sutherland is an equal opportunity employer.