Technical Support Engineer

About the company

• Sutherland is a global company specializing in Artificial Intelligence, Automation, Cloud engineering, and Advanced analytics.
• They work with iconic brands worldwide, driving digital transformation and optimizing business operations.

Responsibilities

• Provide first-level technical support to customers, drivers, administrators, and internal stakeholders.
• Serve as the primary point of contact for troubleshooting hardware, software, connectivity, video telematics, and platform-related issues.
• Diagnose problems, resolve issues within defined procedures, document interactions, and escalate complex cases when necessary.
• Ensure a high-quality customer experience.

Requirements

• Advanced English level (B2 or higher), both verbal and written.
• Full-time availability.
• Availability to work onsite in Bogotá (Torre Krystal).
• 1+ year of experience in Technical Support, Help Desk, Service Desk, Customer Support, or IT Support role.
• Basic knowledge of technical support tools such as Zendesk, Jira, Confluence, Salesforce, ServiceNow.
• Excellent communication skills: verbal, written, listening.
• Ability to understand and empathize with customers.

Conditions

• Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials.
• Annual merit increase based on performance.
• Paid training.
• Discounts for corporate and retail partners.
• Excellent training and supervisory support.
• Competitive salary with attractive PBI structure.
• Paid vacation and sick leave annually.
• Exceptional Health and Life Insurance Plan.
• Paid referral program.
• Career development & growth opportunities.
• Excellent reward and recognition programs.