About Sutherland
Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.
We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.
For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.
Sutherland
Unlocking digital performance. Delivering measurable results.
Job Description
- Provide technical support to enterprise customers on complex storage and infrastructure issues across a global 24x7 model.
- Own cases end to end, from initial triage through troubleshooting, communication, documentation, and resolution.
- Diagnose problems spanning storage protocols, host connectivity, controller behaviour, performance symptoms, platform interoperability, and more.
- Troubleshoot any HW and SW issues that comes up during ongoing platform use.
- Manage customer communication with professionalism and urgency, especially during business-impacting situations.
- Work closely with cross-functional teams including escalation teams, engineering, and customer stakeholders to drive timely outcomes.
- Maintain high-quality case notes, action plans, and technical documentation throughout the support lifecycle.
- Adhere to SLA targets, escalation protocols, and quality standards consistently.
Required Experience
- 3–6 years of relevant experience in technical support, infrastructure support, and enterprise storage support.
- Solid track record in customer-facing troubleshooting roles within enterprise IT environments.
- Demonstrated hands-on understanding of enterprise storage concepts and troubleshooting methodology.
Technical Skills
- Storage: Strong working knowledge of SAN and NAS environments (protocols - FC, iSCSI, NFS, and CIFS/SMB), including RAID, high availability, controller architecture, disk behaviour, and failover concepts.
- OS: Good working knowledge of Linux and Windows administration fundamentals.
- Virtualization: Familiarity with VMware or similar virtualization platforms and their integration with storage.
- Networking: Good grounding in TCP/IP, DNS, routing, switching, and connectivity troubleshooting.
- Diagnostics: Ability to analyze logs, alerts, symptoms, and customer-reported behaviour to isolate the root cause or likely fault domain.
Additional Information
Preferred Skills
- Experience supporting enterprise storage platforms such as NetApp ONTAP, FAS / AFF controllers, StorageGRID, E-Series, or equivalent (Dell EMC, HPE, Pure, IBM, Hitachi).
- Prior experience in managed service or enterprise support environments handling platform or infrastructure incidents.
- Familiarity with critical case management, and ITSM tools (ServiceNow, Salesforce, or equivalent).
How You Work
- You communicate clearly, written and verbal and can hold your own during high-pressure customer conversations.
- You set expectations well and follow through, even when resolution timelines are uncertain.
- You stay composed during escalations and apply structured thinking rather than guesswork.
- You take ownership seriously and don't pass problems without context.
- You work well with distributed, cross-functional teams across time zones.
Skills Required
- 3-6 years of relevant experience in technical support
- Solid experience in customer-facing troubleshooting roles
- Hands-on understanding of enterprise storage concepts
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
