Technical Support Engineer- L1

Company Description:

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.

Qualifications:

• 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
• Basic 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.

Additional Information:

This is an 100% Onsite position in Bogotá, Colombia (Torre Krystal). Enjoy the benefits of joining a Great Place to Work company working for the world's biggest technology companies.