Technical Support Representative L1

Sutherland Global; Bogotá; Presencial; COP 39.060.000 - 61.380.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health and Life Insurance Plan

Paid vacation and sick leave annually

Paid Training

Career development & growth

Descripción de la vacante

Sutherland Global in Bogotá is seeking a highly motivated Technical Support Engineer to join our team. You will provide exceptional technical support for IoT devices and web applications, build product expertise, and deliver delightful customer experiences.

This full-time onsite role requires advanced English, collaboration with product and engineering teams, and strong troubleshooting abilities in Windows and Linux environments.

Formación

• Advanced English level, both verbal and written (B2 or higher)
• Bachelor’s degree or studies in Technology or equivalent experience in technical support
• Understanding of Windows and Linux operating systems
• Basic knowledge of IoT and hardware devices
• Experience using Zendesk, Jira, Confluence, Salesforce or ServiceNow

Responsabilidades

• Provide exceptional technical support for IoT devices and web applications
• Build product expertise and deliver outstanding customer experiences
• Collaborate with product, program, marketing and engineering teams
• Communicate complex information in a clear and simplified manner
• Act as customer voice and define innovative solutions
• Use support tools like Zendesk, Jira, Confluence, Salesforce, ServiceNow

Conocimientos

Advanced English

Technical support

Windows & Linux

Customer empathy

Educación

Bachelor’s degree or studies in Technology or equivalent experience in technical support

Herramientas

Zendesk

Jira

Confluence

Salesforce

ServiceNow

Descripción del empleo

Company 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:

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 workOnsite (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.