Technical Support Engineer

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 38 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Sutherland is seeking an attentive and goal-oriented person to join us as a Technical Support Engineer who typically provides entry-level technical support for diagnosing, reproducing, and fixing software and hardware issues. It includes troubleshoot protocols running on NetApp hardware to assist Customer with problem isolation and resolution. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
 

Technical Support Engineers assist NetApp Customers by providing a range of technical support including: 

• Resolve 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 add to knowledge base in order 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 hand-on experience, self-study, and through a variety of learning environments. Initial focus is on learning NetApp’s proprietary operating system, OnTap, and troubleshooting NetApp hardware issues.
• Some opportunity, after training, to work on small volumes of Top Enterprise Accounts (NetApp’s highest priority customers) and Support Edge Premium cases (customers with a higher level of support agreement).

• 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.
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
• Ability to follow standard research and troubleshooting processes. 

Basic understanding of some of the following protocols and applications:

• Storage (NAS / SAN)
• Networking - TCP/IP
• Hardware / RAID
• Operating Systems (Windows / Unix)
• Data Protection (Backup and recovery)