Linux Technical Support - Remote

Company Description

Can you excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success? Do you have the ability to handle clients professionally and calmly while working to diagnose and resolve complex technical issues? Are you organized and detail-oriented, ready, able and excited by solving problems?

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 35 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.

Job Description

We’re Sutherland, and we currently seek technical support professionals to join the team supporting one of our clients, a leading cybersecurity organization focused on defending sensitive digital data from theft, loss and threats. This is a work from home, remote opportunity.

Strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve complex technical issues in Protection Server products. You will interact directly with our enterprise customers to deliver “white glove service” on each interaction. The daily work includes regular updating of support cases to record progress of open issues in our call tracking system, hosting shared sessions with customers to diagnose reported problems, interacting with Sustaining Engineering for items that require escalation, and documenting technical solutions and product information in the knowledge base.

This is an advanced support group, you will act as an SME in a broad range of topics, owning and resolving all but the most complex of issues from start to finish. The work is frequently performed in Linux command line environments so appropriate skills are required.

We offer:

• Attractive hourly rate of $21
• Medical, dental and vision benefits, EAP and other health & wellness offerings
• Generous PTO (be sure to ask about our new Global Flexible Vacation Policy!)

Qualifications

• Provide technical product support to customers, resellers, and partners
• Provide configuration help, troubleshooting and best practice advice to customers
• Manage cases in our customer support tools to ensure issues are assigned, tracked, escalated, and resolved within SLA targets
• Provide problem diagnosis and root cause analysis for technical issues
• Publish Knowledge Base articles for internal and customer audiences
• Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
• Participate in on-call support 24x7 rotation as assigned.
• Work towards the team’s success—we win together

Requirements:

• Typically requires proven knowledge of Windows or Linux Server management experience
• Knowledge of Email systems and Networking experience in a technical support/help desk environment
• Proven understanding of email, TCP/IP, HTTP, SSH, DNS, SMTP, FTP, LDAP, Linux, MySQL & Exchange
• Ability to independently troubleshoot software applications and complex distributed system environments involving multiple configurations and protocols
• Solid experience in problem analysis and resolution of software problems
• Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success
• Ability to handle clients professionally during all interfaces
• Proven experience hosting WebEx or other remote hosting tools for customer troubleshooting sessions
• Strong written and verbal communication skills
• Candidates should be flexible working evening and weekend shifts

We will provide equipment, however to work from home, you must have:

• Excellent Internet connectivity
• Internet access speeds of 10 Mbps upload and 50 Mbps download – the faster the better!
• In-house network, and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates. (wireless and/or satellite Internet Service Providers are not compatible with our systems)
• A quiet and distraction-free, secure place to work.

IMPORTANT NOTE: This job is open only to residents of the United States, and you must be authorized to work in the US in order to be considered for employment.

Additional Information

All your information will be kept confidential according to EEO guidelines.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all 
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.