Linux Technical Support

Summary

Join Sutherland as a remote Technical Support Professional supporting a leading cybersecurity organization. This role requires strong problem-solving and communication skills to diagnose and resolve complex technical issues for enterprise clients. You will interact directly with customers, document solutions, and collaborate with engineering teams. The position demands expertise in Linux command-line environments and various technologies. Sutherland offers an attractive hourly rate, comprehensive benefits including medical, dental, vision, and generous PTO, and provides necessary equipment for remote work. Candidates must be authorized to work in the US.

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
• 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

• 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

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!)