Technical Support Engineer

Company Description

We’re Sutherland, and we currently are seeking technical support professionals to support a leading cybersecurity client focused on protecting sensitive digital data from theft, loss, and threats.

This is a remote, work-from-home opportunity for U.S. residents authorized to work in the United States.

In this role, you will provide advanced technical support to enterprise customers, troubleshoot complex software and system issues, and deliver high-touch customer service. You will manage support cases from initial diagnosis through resolution, including configuration assistance, remote troubleshooting sessions, escalations, and technical documentation.

Job Description

• 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.