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We work with global iconic brands. We bring them a unique value proposition through market-leading technologies and business process excellence. At the heart of it all is Digital Engineering - the foundation that powers rapid innovation and scalable business transformation.
We've created 363 unique and independent inventions, 250 of which are AI-based and rolled up under several patent grants in critical technologies. Leveraging our advanced products and platforms, we drive digital transformation at scale, 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. With proven strategies and agile execution, we don't just enable change - we engineer digital outcomes.
Job DescriptionSutherland is seeking an attentive and goal-oriented person to join us as a Technical Support Engineer 1 typically provides entry-level technical support for diagnosing, reproducing, and fixing software and hardware issues. It includes troubleshoot protocols running on NetApp hardware to assist Customer with problem isolation and resolution. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
Technical Support Engineers assist NetApp Customers by providing a range of technical support including:
- Resolve Customer problems via the telephone, the web or AutoSupport.
- Research Customer issues in a timely manner and follow up directly with the Customer with recommendations and action plans.
- Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise.
- Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to add to knowledge base in order to provide solutions to customer issues.
- Create new knowledgebase articles to capture new learning for reuse throughout the center.
- Participate in technical communication within the Technical Support Engineering team to learn about new technologies and complimentary storage applications.
- Gain knowledge and expertise through hand-on experience, self-study, and through a variety of learning environments. Initial focus is on learning NetApp’s proprietary operating system, OnTap, and troubleshooting NetApp hardware issues.
- Some opportunity, after training, to work on small volumes of Top Enterprise Accounts (NetApp’s highest priority customers) and SupportEdge Premium cases (customers with a higher level of support agreement).
- Advanced written and verbal communication skills in English (B2 or higher)
- Good interpersonal communication and Customer service skills are needed in order to work successfully with customers in high stress and or ambiguous situations.
- Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
- Ability to follow standard research and troubleshooting processes.
Basic understanding of some of the following protocols and applications:
- Storage (NAS / SAN)
- Networking - TCP/IP
- Hardware / RAID
- Operating Systems (Windows / Unix)
- Data Protection (Backup and recovery)
Skills Required
- Advanced written and verbal communication in English (B2 or higher)
- Strong interpersonal and customer service skills for high-stress situations
- Aptitude for learning new technologies and applying them in customer-facing support
- Ability to follow standard research and troubleshooting processes
- Basic understanding of Storage (NAS / SAN)
- Basic understanding of Networking (TCP/IP)
- Basic understanding of Hardware and RAID
- Basic understanding of Operating Systems (Windows / Unix)
- Basic understanding of Data Protection (Backup and recovery)
- Familiarity or willingness to learn NetApp ONTAP and NetApp AutoSupport
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
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