Technical Support Engineer L1

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

Provide technical support to NetApp customers by resolving issues via phone, web, and AutoSupport. Investigate problems, follow up with recommendations and action plans, and escalate complex cases to senior technical support teams. Build and maintain knowledge by leveraging internal expertise and tools, creating new knowledgebase articles, and participating in team technical communication. Initial focus includes learning OnTap and troubleshooting NetApp hardware.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Sutherland
Sutherland
2 days ago

Technical Support Engineer L1

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Provide technical support to NetApp customers by resolving issues via phone, web, and AutoSupport. Investigate problems, follow up with recommendations and action plans, and escalate complex cases to senior technical support teams. Build and maintain knowledge by leveraging internal expertise and tools, creating new knowledgebase articles, and participating in team technical communication. Initial focus includes learning OnTap and troubleshooting NetApp hardware.
Location: Bogotá
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Resolve customer problems via telephone, web, or AutoSupport and provide timely follow-up with recommendations and action plans.
  • •Research and troubleshoot customer issues, escalating cases to senior Technical Support Engineers and/or Escalation Engineers when needed.
  • •Use internal technical expertise, knowledge base resources, and internal tools to find solutions and improve support knowledge.
  • •Create new knowledgebase articles to capture learning for reuse across the support center.
  • •Participate in technical communication within the Technical Support Engineering team and build expertise through training and self-study.

Pay and Benefits

Perks:Health InsuranceLife InsurancePaid TrainingPaid LeavePaid Referral

Key Requirements

  • •Good written and verbal communication skills in English (B2 or higher).
  • •Basic understanding of protocols and applications including NFS, CIFS, and TCP/IP.
  • •Networking knowledge and experience working with storage concepts such as RAID.
  • •Familiarity with Microsoft Exchange and/or Veritas software.
  • •Strong aptitude for learning new technologies and applying them in a customer-facing environment.
Skills:CommunicationInterpersonal skillsCustomer serviceLearning aptitudeProblem-solving
Languages:English
Tech Stack:NetAppOnTapAutoSupportNFSCIFSTCP/IPNetworkingRAIDMicrosoft ExchangeVeritas

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