Technical Support Engineer

• Provide technical support to customers resellers and partners.
• Diagnose and resolve complex software server networking and configuration issues.
• Perform root cause analysis and provide best-practice guidance.
• Manage support cases to ensure issues are tracked escalated and resolved within SLA targets.
• Host remote troubleshooting sessions with customers.
• Partner with internal engineering teams on escalated issues.
• Create and maintain Knowledge Base articles and technical documentation.
• Participate in a 24/7 on-call rotation as assigned.

Qualifications :

• At least 1 year of Linux experience in a technical support or help desk environment.
• Knowledge of Linux and/or Windows Server management.
• Understanding of TCP/IP HTTP SSH DNS SMTP FTP LDAP MySQL Exchange and email systems.
• Ability to troubleshoot software applications and complex distributed environments.
• Strong problem-solving analytical and root cause analysis skills.
• Experience using WebEx or similar remote troubleshooting tools.
• Strong written and verbal communication skills.
• Ability to work evening and weekend shifts.

We Offer:

• Medical dental and vision benefits
• EAP and health and wellness programs
• Generous PTO and Global Flexible Vacation Policy

Work-From-Home Requirements:

Sutherland will provide equipment.

You must have:

• Minimum internet speeds of 50 Mbps download / 10 Mbps upload
• A reliable hard-wired internet connection
• A quiet secure distraction-free workspace
  Wireless and satellite internet connections are not compatible with our systems.

Additional Information :

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

EEOC and Veteran Documentation
During employment employees are treated without regard to race color religion sex national origin age marital or veteran status medical condition or handicap or any other legally protected status.
At times government agencies require periodic reports from employers on the sex ethnicity handicap veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping reporting and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.

Remote Work :

Yes

Employment Type :

Full-time