Technical Support Engineer L1

Sutherland
Bogotá
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Interpersonal skills","Customer service","Learning agility","Problem-solving"]

Provide entry-level technical support to NetApp customers by diagnosing and troubleshooting software and hardware issues. Resolve customer problems via phone, web, or AutoSupport, research issues, and deliver recommendations and action plans. Escalate complex cases to senior engineers and contribute to internal knowledge bases by creating articles and learning new technologies. Initial focus includes troubleshooting NetApp hardware and learning the OnTap operating system.

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FursaFursa
Sutherland
Sutherland
2 days ago

Technical Support Engineer L1

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Last checked: 6 hours agoStatus: Live

Job Summary

Provide entry-level technical support to NetApp customers by diagnosing and troubleshooting software and hardware issues. Resolve customer problems via phone, web, or AutoSupport, research issues, and deliver recommendations and action plans. Escalate complex cases to senior engineers and contribute to internal knowledge bases by creating articles and learning new technologies. Initial focus includes troubleshooting NetApp hardware and learning the OnTap operating system.
Location: Bogotá
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Diagnose, reproduce, and fix software and hardware issues for NetApp customers.
  • •Resolve customer problems via telephone, the web, or AutoSupport.
  • •Research customer issues and follow up with recommendations and action plans.
  • •Escalate cases to more senior technical support or escalation engineers when outside scope or too complex.
  • •Build and maintain internal knowledge by leveraging tools and creating knowledge base articles; learn and share technical information within the team.

Key Requirements

  • •Advanced written and verbal communication skills in English (B2 or higher).
  • •Strong interpersonal and customer service skills for high-stress or ambiguous situations.
  • •Aptitude for learning new technologies and applying them in a customer-facing environment.
  • •Ability to follow standard research and troubleshooting processes.
  • •Basic understanding of at least some of: Storage (NAS/SAN), Networking (TCP/IP), Hardware/RAID, Operating Systems (Windows/Unix), and Data Protection (backup and recovery).
Skills:CommunicationInterpersonal skillsCustomer serviceLearning agilityProblem-solving
Languages:English
Tech Stack:NetAppOnTapAutoSupportSupportEdge PremiumNASSANTCP/IPRAIDWindowsUnix

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
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