Technical Support Engineer L1

About Sutherland 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. Technical Support Engineers assist NetApp Customers by providing a range of technical support including: Resolve Customer problems via the telephone, the web or AutoSupport. Research Customer issues in a timely manner and follow up directly with the Customer with recommendations and action plans. Escalate cases to other more senior Technical Support Engineers and/or Escalation Engineers when the problem is too complex or falls out of specific area of expertise. Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to add to knowledge base in order to provide solutions to customer issues. Create new knowledgebase articles to capture new learning for reuse throughout the center. Participate in technical communication within the Technical Support Engineering team to learn about new technologies and complimentary storage applications. Gain kno