Technical Support Engineer, L1

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November 7

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Sutherland

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B2B • Artificial Intelligence • SaaS

Sutherland is a global company specializing in digital transformation and business process outsourcing services. They leverage advanced technologies such as Artificial Intelligence, automation, and cloud engineering to drive digital performance and optimize critical business operations. Sutherland offers a variety of services including digital CX, enterprise technology solutions, and intelligent automation across multiple industries such as banking, healthcare, and telecommunications. Their focus is on delivering measurable outcomes, enhancing customer experiences, and enabling business agility through innovative digital solutions.

10,000+ employees

Founded 1986

🤝 B2B

🤖 Artificial Intelligence

☁️ SaaS

💰 $300M Secondary Market on 2014-10

📋 Description

• Technical Support Engineers assist NetApp Customers by providing a range of technical support including resolving customer problems via the telephone, the web or AutoSupport. • Research customer issues in a timely manner and follow up directly with the customer with recommendations and action plans. • Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise. • Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide solutions to customer issues. • Create new knowledgebase articles to capture new learning for reuse throughout the center. • Participate in technical communication within the Technical Support Engineering team to learn about new technologies and complimentary storage applications. • Gain knowledge and expertise through hands-on experience, self-study, and a variety of learning environments.

🎯 Requirements

• Good written and verbal communication skills in English (B2 or higher). • Good interpersonal communication and Customer service skills are needed in order work successfully with customers in high stress and or ambiguous situations. • Basic understanding of some of the following protocols and applications: NFS, the UNIX remote file sharing protocol, CIFS, the Windows NT remote file sharing protocol, TCP/IP Networking, RAID, Microsoft Exchange and/or Veritas software. • Strong aptitude for learning new technologies and understanding how to utilize them in a Customer facing environment. • Ability to follow standard engineering principles.

🏖️ Benefits

• Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts. • Annual merit increase based on performance. • Paid Training whether onsite or in work at home. • Discounts for several corporate and retail partners for services and products once Sutherland ID is presented. • Excellent training and supervisory support - to help you feel comfortable servicing our customers. • Competitive Salary with attractive and attainable PBI structure. • Paid vacation and sick leave annually. • Exceptional Health and Life Insurance Plan. • Paid referral program. • Career development & growth opportunities for advancement. • Excellent Reward and recognition programs.