Technical Support Engineer L1

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

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.

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
• 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.
• 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
• Excellent Reward and recognition programs.