Technical Support Engineer

Sutherland

Technical Support EngineerWe'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 DescriptionProvide 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.QualificationsAt 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, 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 benefitsEAP and health and wellness programsGenerous PTO and Global Flexible Vacation PolicyWork-From-Home Requirements: Sutherland will provide equipment. You must have:Minimum internet speeds of 50 Mbps download / 10 Mbps uploadA reliable hard-wired internet connectionA quiet, secure, distraction-free workspace Wireless and satellite internet connections are not compatible with our systems.

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Vacancy posted 9 hours ago

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