About the company
We’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.
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.
Requirements
- 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.
Conditions
- Medical, dental, and vision benefits
- EAP and health and wellness programs
- Generous PTO and Global Flexible Vacation Policy
- Work-From-Home Requirements: Sutherland will provide equipment. You must have minimum internet speeds of 50 Mbps download / 10 Mbps upload, a reliable hard-wired internet connection, and a quiet, secure, distraction-free workspace. Wireless and satellite internet connections are not compatible with our systems.