Technical Support Engineer L1

SUTHERLAND GLOBAL SERVICES; Bogotá; On-site; COP 42,000,000 - 54,000,000; Full time

Benefits offered by this job

Health insurance

Paid vacation

Shift differentials

Job summary

Sutherland Global Services in Bogotá is seeking a Technical Support Engineer to provide first-level technical support to customers, drivers, administrators, and internal stakeholders. This role requires troubleshooting hardware, software, connectivity, video telematics, and platform-related issues on site.

The ideal candidate will diagnose problems, document interactions, and escalate complex cases while ensuring a high-quality customer experience in a fast-paced environment.

Qualifications

• Experience in Technical Support, Help Desk, Service Desk, or IT Support roles.
• Strong communication and customer service skills.
• Ability to work onsite in Bogotá (Torre Krystal) and manage priorities in a fast-paced environment.

Responsibilities

• Provide first-level technical support to customers, drivers, administrators, and internal stakeholders.
• Troubleshoot hardware, software, connectivity, video telematics, and platform issues.
• Diagnose problems, document interactions, and escalate complex cases while ensuring quality customer experience.

Skills

Advanced English

Excellent communication

Customer empathy

Tools

Zendesk

Jira

Confluence

Salesforce

ServiceNow

Job 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

The Technical Support Engineer is responsible for providing first-level technical support to customers, drivers, administrators, and internal stakeholders. This role serves as the primary point of contact for troubleshooting hardware, software, connectivity, video telematics, and platform-related issues. The TSE I will diagnose problems, resolve issues within defined procedures, document interactions, and elevate complex cases when necessary while ensuring a high-quality customer experience.

The ideal candidate possesses strong troubleshooting skills, excellent customer service abilities, and a passion for technology. This position requires the ability to work in a fast-paced environment, manage multiple priorities, and communicate effectively with both technical and non-technical users.

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.
• 1+ year of experience in a Technical Support, Help Desk, Service Desk, Customer Support, or IT Support role.
• 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

• 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.