Sr. Associate Account Management

Sutherland
Bengaluru
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 3-6 yearsEducation: bachelorsSkills: ["Customer communication","Troubleshooting","Problem-solving","Structured thinking","Working under pressure"]

Provide technical support to enterprise customers in a high-touch 24x7 environment, owning cases end to end from triage through troubleshooting, documentation, and resolution. Diagnose complex storage and infrastructure issues across SAN/NAS protocols, host connectivity, controller behavior, and performance symptoms. Troubleshoot hardware and software problems, maintain high-quality case notes, and communicate clearly and urgently during business-impacting situations while collaborating with engineering and escalation teams.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Sutherland
Sutherland
2 days ago

Sr. Associate Account Management

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 9 minutes agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Provide technical support to enterprise customers in a high-touch 24x7 environment, owning cases end to end from triage through troubleshooting, documentation, and resolution. Diagnose complex storage and infrastructure issues across SAN/NAS protocols, host connectivity, controller behavior, and performance symptoms. Troubleshoot hardware and software problems, maintain high-quality case notes, and communicate clearly and urgently during business-impacting situations while collaborating with engineering and escalation teams.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide technical support to enterprise customers on complex storage and infrastructure issues across a global 24x7 model.
  • •Own cases end to end from triage through troubleshooting, communication, documentation, and resolution.
  • •Diagnose issues across storage protocols, host connectivity, controller behavior, performance symptoms, and platform interoperability.
  • •Troubleshoot hardware and software issues that arise during ongoing platform use.
  • •Maintain high-quality case notes, action plans, and technical documentation while adhering to SLA targets and escalation protocols.

Key Requirements

  • •3–6 years of relevant experience in technical support, infrastructure support, and enterprise storage support.
  • •Hands-on troubleshooting in enterprise IT environments with a strong customer-facing track record.
  • •Solid understanding of enterprise storage concepts and troubleshooting methodology.
  • •Good working knowledge of Linux and Windows administration fundamentals.
  • •Ability to analyze logs, alerts, symptoms, and customer-reported behavior to isolate root cause or likely fault domain.
Experience:3-6 yearsEnterprise ITEnterprise storageTechnical supportInfrastructure support
Education:Bachelor's in engineering, Computer Science, Information Technology, or a related discipline
Skills:Customer communicationTroubleshootingProblem-solvingStructured thinkingWorking under pressure
Languages:English
Tech Stack:SANNASFCISCSINFSCIFS/SMBRAIDHigh availabilityController architectureFailoverLinuxWindowsVMwareTCP/IPDNSRoutingSwitchingServiceNowSalesforceNetApp ONTAP

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
WebsiteLinkedInGlassdoor