Associate - Technical Support Advisor
Sutherland · Bengaluru, Karnataka, India
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- On site
- Full-time
- ₹400,000 / year
- Bengaluru, Karnataka, India
Job highlights
- Resolve complex technical issues for Protection Server products.
- Provide expert-level customer support and troubleshooting.
- Utilize Linux command line and network protocols.
- Collaborate with engineering and contribute to knowledge base.
- Participate in 24x7 on-call rotation and flexible shifts.
About the role
Associate Technical Support Advisor - Protection Server Products
Sutherland is seeking an Associate Technical Support Advisor to join their global team. This role involves providing advanced technical support for Protection Server products, focusing on problem determination, isolation, and root cause analysis. You will engage directly with enterprise customers, offering exceptional service and resolving complex technical issues.
The Role
As an Associate Technical Support Advisor, you will be a Subject Matter Expert (SME) responsible for resolving technical issues from start to finish. Your daily activities will include updating support cases, hosting remote troubleshooting sessions, collaborating with Sustaining Engineering for escalations, and contributing to the knowledge base. Proficiency in Linux command line environments is essential.
Your Day-to-Day Responsibilities
- Provide technical product support to customers, resellers, and partners.
- Offer configuration help, troubleshooting assistance, and best practice advice.
- Manage support cases within SLA targets, ensuring timely resolution and escalation.
- Perform problem diagnosis and root cause analysis for technical issues.
- Publish Knowledge Base articles for both internal and external audiences.
- Review and contribute to technical documentation, training materials, and collateral.
- Participate in an assigned 24x7 on-call support rotation.
- Contribute to team success and collaborative problem-solving.
Qualifications
- Proven experience with Windows or Linux Server management.
- Knowledge of Email systems and Networking in a technical support or help desk environment.
- Understanding of email protocols, TCP/IP, HTTP, SSH, DNS, SMTP, FTP, LDAP, Linux, MySQL, and Exchange.
- Ability to independently troubleshoot complex software applications and distributed systems.
- Solid experience in software problem analysis and resolution.
- Must excel in a fast-paced, agile environment requiring critical thinking and strong problem-solving skills.
- Professional client interaction skills.
- Proven experience with remote troubleshooting tools like WebEx.
- Strong written and verbal communication skills.
- Flexibility to work evening and weekend shifts.
Key skills/competency
- Technical Support
- Problem Determination
- Root Cause Analysis
- Linux Server Management
- Email Systems
- Networking
- TCP/IP
- Customer Service
- Troubleshooting
- Case Management
Skills & topics
- Associate Technical Support Advisor
- Technical Support
- Sutherland
- Linux
- Windows Server
- Email Systems
- Networking
- Troubleshooting
- Customer Service
- Bangalore
How to get hired
- Tailor your resume: Highlight Linux, Windows Server, email systems, and networking experience, aligning with 'Associate Technical Support Advisor' requirements.
- Showcase problem-solving skills: Quantify achievements in technical issue resolution and root cause analysis for your application.
- Demonstrate client-facing experience: Emphasize your ability to provide 'white glove service' and manage client interactions professionally.
- Prepare for technical interviews: Brush up on TCP/IP, DNS, SMTP, and Linux command-line troubleshooting scenarios for your interview.
- Understand Sutherland's culture: Research their 'One Sutherland' philosophy and commitment to diversity and employee growth.
Technical preparation
Master Linux command line essentials.,Review TCP/IP, DNS, SMTP protocols.,Practice troubleshooting complex systems.,Understand email server configurations.
Behavioral questions
Describe a complex technical problem you solved.,How do you handle difficult customer interactions?,How do you prioritize multiple urgent cases?,How do you collaborate with other teams for escalations?
Frequently asked questions
- What are the key technical skills required for the Associate Technical Support Advisor role at Sutherland?
- The Associate Technical Support Advisor role at Sutherland requires proven knowledge of Windows or Linux Server management, experience with Email systems and Networking, and a strong understanding of protocols like TCP/IP, HTTP, DNS, and SMTP. You'll also need solid software troubleshooting and problem analysis skills.
- Is prior experience with specific email systems necessary for this Associate Technical Support Advisor position?
- Yes, the job description explicitly mentions a 'Proven understanding of email, TCP/IP, HTTP, SSH, DNS, SMTP, FTP, LDAP, Linux, MySQL & Exchange'. Therefore, experience with these or similar email and network technologies is highly beneficial for this role.
- Does Sutherland offer training for the Associate Technical Support Advisor role?
- Yes, Sutherland offers paid training, which can be conducted either onsite or remotely. This is part of their commitment to helping employees feel comfortable and competent in servicing customers.
- What is the work environment like for an Associate Technical Support Advisor at Sutherland?
- The work environment is described as fast-paced and agile, requiring critical thinking and strong problem-solving skills. You will interact directly with enterprise customers and need to handle clients professionally. Flexible evening and weekend shifts are also part of the role.
- What career development opportunities are available for an Associate Technical Support Advisor at Sutherland?
- Sutherland emphasizes career development and growth opportunities for advancement. They also have excellent reward and recognition programs to acknowledge employee contributions.
- What are the benefits of working as an Associate Technical Support Advisor at Sutherland in Bangalore?
- Employees at Sutherland in Bangalore enjoy competitive compensation packages, including performance-based increases, paid training, discounts, health and life insurance, lunch benefits, free transportation for late shifts, an onsite medical suite, and a daily refuel plan.
- Will I need to work flexible hours or be on-call for the Associate Technical Support Advisor job?
- Yes, candidates should be flexible working evening and weekend shifts. The role also requires participation in an on-call support 24x7 rotation as assigned.