Technical Support Representative L1

Sutherland; Bogotá; On-site; COP 24,000,000 - 48,000,000; Full time

Benefits offered by this job

Competitive compensation

Annual merit increase

Paid training

Health and life insurance

Paid vacation and sick leave

Referral program

Career development

Growth opportunities

Rewards and recognition

Job summary

Sutherland in Bogotá, Colombia, is seeking a highly motivated Technical Support Engineer to join our team. You will provide outstanding technical support for IoT devices and web applications, build product expertise, and collaborate with product, engineering and operations to resolve issues quickly.

The role requires advanced English, on-site availability at Torre Krystal, a technology-focused mindset, and strong communication skills to empathize with customers across diverse personalities.

Qualifications

• Advanced English required (B2+).
• Bachelor’s degree in Technology or related field, or equivalent experience.
• Experience in technical support and customer service.
• Familiarity with Windows and Linux environments.
• Ability to troubleshoot IoT devices and related hardware.

Responsibilities

• Provide outstanding technical support for IoT devices and web applications.
• Collaborate with product, program, marketing and engineering teams to resolve issues.
• Document and communicate solutions effectively to customers.

Skills

Advanced English

Communication skills

Problem-solving mindset

Customer service

Team collaboration

Empathy

Education

Bachelor’s degree in Technology

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.

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
• 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

• 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.