Tech Support Engineer I – Storage & Networking

Sutherland Global; Bogotá; Híbrido; COP 30.000.000 - 42.000.000; Jornada completa

Descripción de la vacante

Sutherland Global is seeking an attentive, goal-oriented individual to join our team as a Technical Support Engineer 1 in Bogotá. The role provides entry-level technical support for diagnosing, reproducing, and fixing software and hardware issues, with a focus on NetApp OnTap and NetApp hardware troubleshooting.

You will resolve customer problems via phone, web, or AutoSupport and escalate when needed, while building knowledge through hands-on learning and collaboration with senior engineers.

Formación

• Advanced written and verbal communication in English (B2+).
• Strong interpersonal and customer service skills.
• Quick learner with aptitude for new technologies.
• Ability to follow standard research and troubleshooting processes.

Responsabilidades

• Resolve customer problems via telephone, web, or AutoSupport.
• Research issues and follow up with recommendations and action plans.
• Escalate to senior engineers when issues are complex.
• Leverage knowledge bases and internal tools to provide solutions.
• Create knowledge base articles to capture new learnings.
• Engage in technical communication with the team to learn new tech.
• Gain hands‑on experience; initial focus on OnTap and NetApp hardware issues.
• Post-training, handle small volumes of enterprise accounts and premium cases.

Conocimientos

English B2+

Customer service

Learning aptitude

Troubleshooting

Descripción del empleo

Sutherland Global is seeking an attentive, goal-oriented individual to join our team as a Technical Support Engineer 1 in Bogotá. The role provides entry-level technical support for diagnosing, reproducing, and fixing software and hardware issues, with a focus on NetApp OnTap and NetApp hardware troubleshooting.

You will resolve customer problems via phone, web, or AutoSupport and escalate when needed, while building knowledge through hands-on learning and collaboration with senior engineers.