Associate - Technical Support Advisor

Associate - Technical Support Advisor

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.

Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Job Description

Proofpoint – Associate PSE

The Role

Strong problem determination, isolation, and root cause analysis skills are required to diagnose and resolve complex technical issues in Protection Server products. You will interact directly with our enterprise customers to deliver "white glove service" on each interaction. The daily work includes regular updating of support cases to record progress of open issues in our call tracking system, hosting shared sessions with customers to diagnose reported problems, interacting with Sustaining Engineering for items that require escalation, and documenting technical solutions and product information in the knowledge base. This is an advanced support group, you will act as an SME in a broad range of topics, owning and resolving all but the most complex of issues from start to finish. The work is frequently performed in Linux command line environments so appropriate skills are required.

Location: Bangalore

Your day-to-day

Provide technical product support to customers, resellers, and partners

Provide configuration help, troubleshooting and best practice advice to customers

Manage cases in our customer support tools to ensure issues are assigned, tracked, escalated, and resolved within SLA targets

Provide problem diagnosis and root cause analysis for technical issues

Publish Knowledge Base articles for internal and customer audiences

Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.

Participate in on-call support 24x7 rotation as assigned.

Work towards the team's success—we win together

Qualifications

Requirements:

Typically requires proven knowledge of Windows or Linux Server management experience

Knowledge of Email systems and Networking experience in a technical support/help desk environment

Proven understanding of email, TCP/IP, HTTP, SSH, DNS, SMTP, FTP, LDAP, Linux, MySQL & Exchange

Ability to independently troubleshoot software applications and complex distributed system environments involving multiple configurations and protocols

Solid experience in problem analysis and resolution of software problems

Must excel in a fast-paced, agile environment where critical thinking and strong problem-solving skills are required for success

Ability to handle clients professionally during all interfaces

Proven experience hosting WebEx or other remote hosting tools for customer troubleshooting sessions

Strong written and verbal communication skills

Candidates should be flexible working evening and weekend shifts

Additional Information

Our employees enjoy:

• 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
• Lunch benefits and subsidy.
• Onsite lunch concessionaire at reduced rates.
• Transportation/ Shuttle Services - Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6am
• Free On-site medical suite with nurse and medical doctor.
• Daily Refuel Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in the office.
• Paid referral program
• Career development & growth opportunities for advancement.
• Excellent Reward and recognition programs.