Technical Support Engineer

Summary

Sutherland is seeking technical support professionals to support a leading cybersecurity client focused on protecting sensitive digital data from theft, loss, and threats. The Technical Support Engineer will provide advanced technical support to enterprise customers, troubleshoot complex software and system issues, manage cases through resolution, and create technical documentation.

Responsibilities

• Provide 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

Skills

• At 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, HTTP, 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
• Minimum internet speeds of **50 Mbps download / 10 Mbps upload**
• A reliable hard-wired internet connection
• A quiet, secure, distraction-free workspace
• This is a remote, work-from-home opportunity for U.S. residents authorized to work in the United States

Qualifications

Must Haves

• At 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, HTTP, 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
• Minimum internet speeds of **50 Mbps download / 10 Mbps upload**
• A reliable hard-wired internet connection
• A quiet, secure, distraction-free workspace

Nice to Haves

• This is a remote, work-from-home opportunity for U.S. residents authorized to work in the United States

Benefits

• Medical, dental, and vision benefits
• EAP and health and wellness programs
• Generous PTO and Global Flexible Vacation Policy
• Remote, work-from-home opportunity for U.S. residents authorized to work in the United States
• Sutherland will provide equipment