Full-Time Technical Support Engineer

Sutherland is seeking a Technical Support Engineer to provide entry-level technical support for diagnosing, reproducing, and fixing software and hardware issues.

Responsibilities include troubleshooting protocols running on NetApp hardware to assist Customers with problem isolation and resolution.

• Resolve Customer problems via phone, web, or AutoSupport.
• Research Customer issues and provide recommendations/action plans.
• Escalate complex issues to senior engineers.
• Leverage internal expertise, knowledge base, and tools to solve customer issues.
• Create knowledgebase articles for reuse.
• Participate in technical communication to learn new technologies and applications.
• Gain knowledge through hands-on experience, self-study, and learning environments.
• Initial focus on learning NetApp's OnTap operating system and troubleshooting hardware issues.
• Possible work on Top Enterprise Accounts and Support Edge Premium cases (after training).

Qualifications

• Good written and verbal communication skills in English (B2 or higher).
• Strong interpersonal and customer service skills.
• Ability to learn new technologies and use them in a customer-facing environment.
• Ability to follow standard research and troubleshooting processes.
• Basic understanding of storage (NAS/SAN), networking (TCP/IP), hardware/RAID, operating systems (Windows/Unix), and data protection (backup/recovery).

What is the last date for applying to the job?

Which countries are accepted for this remote job?