Linux Technical Support

Summary

Join Sutherland as a remote Technical Support Professional supporting a leading cybersecurity organization. This role requires strong problem-solving skills to resolve complex technical issues for enterprise-level clients. You will utilize your expertise in Linux and Windows Server management, troubleshooting software applications, and conducting remote troubleshooting sessions. The position demands excellent communication skills and flexibility to work evening and weekend shifts. Sutherland offers a competitive hourly rate, comprehensive benefits including medical, dental, vision, and generous PTO, and provides necessary equipment. This work-from-home opportunity is open only to US residents authorized to work in the US.

Requirements

• At least one year of experience using Linux in a technical support/help desk environment, with demonstrated knowledge of Windows or Linux Server management; and understanding of email, TCP/IP, HTTP, SSH, DNS, SMTP, FTP, LDAP, Linux, MySQL & Exchange
• Ability to troubleshoot and resolve software applications and complex distributed system environments involving multiple configurations and protocols
• 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
• Excellent Internet connectivity: Internet access speeds of 10 Mbps upload and 50 Mbps download – the faster the better!
• In-house network, and a hard-wired Internet connection capable of continuously supporting outstanding call quality and high-speed response rates. (wireless and/or satellite Internet Service Providers are not compatible with our systems)
• A quiet and distraction-free, secure place to work
• Must be authorized to work in the US

Responsibilities

• Use strong problem determination, isolation, and root cause analysis skills to own & resolve issues for enterprise-level customers
• Provide configuration help
• Update support cases to record progress of issues
• Host shared sessions with customers to diagnose reported problems
• Interact with internal teams for items that require escalation
• Document technical solutions and product information in the knowledge base
• Participate in on-call support 24x7 rotation as assigned

Benefits

• Attractive hourly rate of $21
• Medical, dental and vision benefits, EAP and other health & wellness offerings
• Generous PTO (be sure to ask about our new Global Flexible Vacation Policy!)