Storage Technical Support - Bangalore

Sutherland Global Service Limited; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Sutherland Global Service Limited is seeking a Technical Support Engineer for its Bangalore, Brookfield office. The role involves supporting enterprise storage and infrastructure issues across a global 24x7 model.

You will own cases end to end, communicate clearly under pressure, and work with cross-functional teams to drive timely outcomes. Ideal candidates have 4–7 years of hands-on storage experience, strong troubleshooting skills, and familiarity with storage platforms.

Qualifications

• 3–6 years of hands-on enterprise storage support experience.
• Solid troubleshooting experience in enterprise IT environments.
• Hands-on understanding of storage concepts and troubleshooting methodology.

Responsibilities

• Provide technical support to enterprise customers on storage and infrastructure issues across a 24x7 model.
• Own cases end to end from triage to resolution.
• Diagnose problems across storage protocols, host connectivity, controllers, performance, and interoperability.
• Troubleshoot HW and SW issues that arise during platform use.
• Maintain clear, professional communication with customers and stakeholders.

Skills

Enterprise storage concepts

Troubleshooting

Customer-facing communication

Linux/Windows basics

Networking basics

Storage protocols

Tools

ServiceNow

Salesforce

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.

Sutherland Unlocking digital performance. Delivering measurable results.

Job Description

Technical Support Engineer

Shift – 24/7

Work Location – Bangalore, Brookfield office. Cab will be provided to the candidates within 25KM range only.

Experience : 4-7 years

About the Role

We are looking for a Technical Support Engineer to join our enterprise storage support team in a high-touch, mission-critical environment. This role is a great fit for someone with solid hands-on experience in enterprise storage and infrastructure troubleshooting who genuinely enjoys solving complex customer problems.

You will work on real-world issues across storage platforms and associated infrastructure, supporting customers through phone, email, chat, and remote sessions. You'll be expected to own cases end to end, communicate clearly under pressure, and bring structured thinking to every troubleshooting scenario.

What You'll Do

• Provide technical support to enterprise customers on complex storage and infrastructure issues across a global 24x7 model.
• Own cases end to end, from initial triage through troubleshooting, communication, documentation, and resolution.
• Diagnose problems spanning storage protocols, host connectivity, controller behaviour, performance symptoms, platform interoperability, and more.
• Troubleshoot any HW and SW issues that comes up during ongoing platform use.
• Manage customer communication with professionalism and urgency, especially during business-impacting situations.
• Work closely with cross-functional teams including escalation teams, engineering, and customer stakeholders to drive timely outcomes.
• Maintain high-quality case notes, action plans, and technical documentation throughout the support lifecycle.
• Adhere to SLA targets, escalation protocols, and quality standards consistently.

Required Experience

• 3–6 years of relevant experience in technical support, infrastructure support, and enterprise storage support.
• Solid track record in customer-facing troubleshooting roles within enterprise IT environments.
• Demonstrated hands-on understanding of enterprise storage concepts and troubleshooting methodology.

Technical Skills

• Storage: Strong working knowledge of SAN and NAS environments (protocols - FC, iSCSI, NFS, and CIFS/SMB), including RAID, high availability, controller architecture, disk behaviour, and failover concepts.
• OS: Good working knowledge of Linux and Windows administration fundamentals.
• Virtualization: Familiarity with VMware or similar virtualization platforms and their integration with storage.
• Networking: Good grounding in TCP/IP, DNS, routing, switching, and connectivity troubleshooting.
• Diagnostics: Ability to analyze logs, alerts, symptoms, and customer-reported behaviour to isolate the root cause or likely fault domain.

Preferred Skills

• Experience supporting enterprise storage platforms such as NetApp ONTAP, FAS / AFF controllers, StorageGRID, E-Series, or equivalent (Dell EMC, HPE, Pure, IBM, Hitachi).
• Prior experience in managed service or enterprise support environments handling platform or infrastructure incidents.
• Familiarity with critical case management, and ITSM tools (ServiceNow, Salesforce, or equivalent).

How You Work

• You communicate clearly, written and verbal and can hold your own during high-pressure customer conversations.
• You set expectations well and follow through, even when resolution timelines are uncertain.
• You stay composed during escalations and apply structured thinking rather than guesswork.
• You take ownership seriously and don't pass problems without context.
• You work well with distributed, cross-functional teams across time zones.