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
We are seeking a highly motivated Technical Support Engineer to join our dynamic team. As a Technical Support Engineer, you will be responsible for providing exceptional technical support to our customers, resolving issues related to IoT devices and web applications. Your primary goal will be to build product expertise, deliver outstanding customer experiences, and collaborate effectively to drive resolutions.
Your main tasks:
- Communicate complex information in a simplified and clear manner.
- Be able to demonstrate curiosity and a proactive problem-solving mindset to implement sustainable solutions.
- Understand and empathize with customers when interacting with a wide range of different personality types.
- Collaborate with product, program, marketing and engineering teams.
- Act as costumer voice and define and implement innovative solutions.
- Provide outstanding customer support using tools such as Zendesk, Jira, Confluence Salesforce
- Advanced English level. Both verbal and written (B2 or higher)
- Full time availability
- Availability to work Onsite (Bogotá – Torre Krystal) in a fast-paced environment.
- Bachelor’s degree or studies in Technology or equivalent experience in technical support is a MUST
- Understanding of supporting and using Windows and Linux operating systems
- Understanding and basic troubleshooting for IoT, various hardware devices including custom hardware, standard PCs
- Basic Knowledge on technical support using tools such as Zendesk, Jira, Confluence, Salesforce, ServiceNow.
- Excellent communication skills: verbal, written, listening
- Understand and empathize with customers when interacting with a wide range of different personality types.
- Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.
- Annual merit increase based on performance.
- Paid Training whether onsite or in work at home.
- Discounts for several corporate and retail partners for services and products once Sutherland ID is presented.
- Excellent training and supervisory support - to help you feel comfortable servicing our customers.
- Competitive Salary with attractive and attainable PBI structure.
- Paid vacation and sick leave annually.
- Exceptional Health and Life Insurance Plan
- Paid referral program
- Career development & growth opportunities for advancement.
- Excellent Reward and recognition programs.
Skills Required
- Advanced English proficiency, B2 or higher, verbal and written
- Full-time availability
- Availability to work onsite in Bogotá at Torre Krystal
- Bachelor's degree or studies in Technology, or equivalent technical support experience
- Understanding of Windows and Linux operating systems
- Basic troubleshooting knowledge for IoT, custom hardware, standard PCs, and other hardware devices
- Basic knowledge of Zendesk, Jira, Confluence, Salesforce, and ServiceNow for technical support
- Excellent verbal, written, and listening communication skills
- Ability to empathize with customers and handle diverse personality types
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.
-
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.
-
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.
-
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
