Technical Support Engineer I - Fast-Paced AI Help Desk

Sutherland; Puerto Bogotá; On-site; COP 25,000,000 - 40,000,000; Full time

Benefits offered by this job

Health and life insurance

Paid vacation and sick leave

Paid training (onsite or work-from‑any

Referral program

Incentives/shift differentials

Job summary

Sutherland is seeking a Technical Support Engineer to deliver first-level technical support to customers, drivers, administrators, and internal stakeholders. You will diagnose issues, document interactions, and escalate complex cases while maintaining a high-quality customer experience.

The ideal candidate has strong troubleshooting skills, excellent customer service aptitude, and the ability to manage multiple priorities in a fast-paced setting.

Qualifications

• 1+ year of experience in Technical Support, Help Desk, Service Desk, Customer Support, or IT Support role.
• Advanced English level (B2 or higher) both verbal and written.
• Full time availability
• Experience with tools such as Zendesk, Jira, Confluence, Salesforce, ServiceNow.
• Ability to empathize with customers across a range of personalities.

Responsibilities

• Provide first-level technical support to customers, drivers, administrators and internal stakeholders.
• Diagnose problems and resolve issues within defined procedures; document interactions and escalate complex cases.
• Communicate effectively with both technical and non-technical users in a fast-paced environment.

Skills

English proficiency (B2+)

Customer service orientation

Troubleshooting skills

Tools

Zendesk

Jira

Confluence

Salesforce

ServiceNow

Job description

Sutherland is seeking a Technical Support Engineer to deliver first-level technical support to customers, drivers, administrators, and internal stakeholders. You will diagnose issues, document interactions, and escalate complex cases while maintaining a high-quality customer experience.

The ideal candidate has strong troubleshooting skills, excellent customer service aptitude, and the ability to manage multiple priorities in a fast-paced setting.