We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.
Sutherland was founded 39 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.
Sutherland is seeking a Cloud Support Engineer to play a key role in supporting, monitoring, and maintaining enterprise cloud-based applications and production environments. This role requires a strong technical background in application support, cloud operations, troubleshooting, and production environment management. The ideal candidate will work closely with Engineering, Infrastructure, Customer Support, and cross-functional teams to ensure the stability, availability, and performance of mission-critical systems.
The Cloud Support Engineer performs a wide range of duties including some or all the following:
- Monitor, maintain, and support cloud-hosted applications and production environments to ensure high availability and optimal performance.
- Perform operational activities including application health monitoring, service management, server maintenance, and environment support.
- Identify, troubleshoot, and resolve operational issues related to applications, infrastructure, data pipelines, integrations, batch processing, and network connectivity.
- Monitor server performance metrics including CPU utilization, memory consumption, databases, file systems, application services, and scheduled jobs.
- Review, prioritize, and resolve production incidents and support requests while maintaining service level agreements (SLAs).
- Provide Level 2 and Level 3 support for application, infrastructure, database, and operational issues.
- Maintain operational documentation including runbooks, troubleshooting guides, incident records, and support procedures.
- Generate operational reports, production metrics, status updates, and environment health dashboards.
- Collaborate with Engineering and Infrastructure teams to optimize application reliability, scalability, and deployment processes.
- Support on-call rotations and provide off-hours support when required to maintain production availability.
- Advanced English proficiency (B2 or Higher)
- 2+ years of experience supporting production environments, cloud operations, application support, infrastructure support, or related technical roles.
- Experience supporting cloud-hosted environments and familiarity with public cloud platforms such as AWS, Azure, or GCP.
- Hands-on experience working with Unix/Linux environments, Windows servers, shell scripting, SSH, and application server management.
- Experience with relational databases such as SQL Server, Oracle, MySQL, or similar technologies.
- Understanding of application monitoring, troubleshooting, debugging, performance optimization, and scalability concepts.
- Familiarity with data flows, ETL processes, integrations, and distributed application environments.
- Knowledge of application security best practices, fault detection, incident management, and operational processes.
- Strong analytical and troubleshooting skills with the ability to diagnose complex technical issues quickly.
- Excellent communication skills with the ability to effectively collaborate with customers, technical teams, and stakeholders.
- Ability to work independently, manage multiple priorities, and thrive in fast-paced production environments.
- Willingness to participate in on-call rotations and support non-prime shift operations when required.
Hybrid work model: 3 days working from home and 2 days onsite at our Torre Krystal offices in Bogotá.
Skills Required
- Advanced English proficiency (B2 or Higher)
- 2+ years experience supporting production environments, cloud operations, or application/infrastructure support
- Experience supporting cloud-hosted environments and familiarity with AWS, Azure, or GCP
- Hands-on experience with Unix/Linux environments and Windows servers
- Experience with shell scripting and SSH
- Application server management experience
- Experience with relational databases such as SQL Server, Oracle, or MySQL
- Understanding of application monitoring, troubleshooting, debugging, performance optimization, and scalability
- Familiarity with data flows, ETL processes, integrations, and distributed application environments
- Knowledge of application security best practices, fault detection, incident management, and operational processes
- Strong analytical and troubleshooting skills
- Excellent communication skills and ability to collaborate with customers and technical teams
- Ability to work independently, manage multiple priorities, and operate in fast-paced production environments
- Willingness to participate in on-call rotations and support non-prime shift operations
Sutherland Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sutherland and has not been reviewed or approved by Sutherland.
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Flexible Benefits — Flexible scheduling and work-from-home arrangements are offered on certain programs, supported by remote-work infrastructure and virtual IT support. Program-specific flexibility is emphasized for “Sutherland Anywhere” roles.
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Leave & Time Off Breadth — Paid time off and paid training are positioned as standard elements, with some materials also highlighting flexible vacation days. Core leave features are presented as part of the baseline package.
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Strong & Reliable Incentives — Performance incentives, bonuses, and commissions are available on selected programs to supplement base pay. Goal-linked earnings opportunities are described for certain functions.
Sutherland Insights
What We Do
We make digital ?????™ by combining human-centered design with real-time Analytics, AI, Cognitive Technology & Automation to create exceptionally engineered Brand Experiences! Sutherland is an experience-led digital transformation company. Our mission is to deliver exceptionally engineered experiences for customers and employees today, that continue to delight tomorrow. For over 35 years, we have cared for our customers’ customers, delivering measurable results and accelerating growth. Our proprietary, AI-based products and platforms are built using robust IP and automation. We are a team of global professionals, operationally effective, culturally meshed, and committed to our clients and to one another. We call it One Sutherland. #MakeDigitalHuman
