Company Description:
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.
Job Description:
Technical Leadership
- Own and lead resolution of high-severity, business-critical, and technically complex storage support cases.
- Act as a technical escalation point for the team.
- Lead structured root-cause analysis (RCA) across storage, host, network, and virtualization layers; produce clear documentation and executive-ready summaries.
- Drive deep-dive troubleshooting through live calls, remote sessions, and async investigation across multiple technology stacks.
- Identify recurring failure patterns, platform behaviour anomalies, and systemic issues; flag to engineering with structured evidence.
Customer & Escalation Management
- Manage customer escalations with clear action plans, stakeholder alignment, and consistent communication cadence.
- Lead customer-facing technical discussions during critical incidents - maintaining confidence, transparency, and urgency.
- Produce executive-level communication for internal and external stakeholders during P1/P2 situations.
- Troubleshoot issues during high-risk operational activities - platform migrations, upgrades, and configuration changes where stakes are elevated.
Team Development & Knowledge
- Mentor TSEs on troubleshooting methodology, case quality, technical depth, and customer communication - through active coaching, not just review.
- Contribute to knowledge base articles, internal playbooks, and onboarding support material for new engineers.
- Participate in onboarding and training of new team members when required.
- Partner with engineering and product teams on complex bugs, platform gaps, and support readiness initiatives.
Qualifications:
Required Experience
- 7+ years of relevant experience in technical support, enterprise infrastructure support, and enterprise storage support.
- Demonstrated experience handling escalations, critical incidents, and technically complex multi-layer support scenarios.
- Experience mentoring engineers or serving as a senior technical point of contact within a support team.
- Track record of producing RCA documentation, action plans, and executive communications during high-severity incidents.
Technical Skills
- Storage: Strong hands-on expertise in enterprise storage troubleshooting across SAN, NAS (Protocols - FC, iSCSI, NFS, and CIFS/SMB), and hybrid architectures including RAID, controller behaviour, failover mechanisms, disk diagnostics, and performance analysis.
- OS: Strong working knowledge of Linux and Windows administration in enterprise environments.
- Virtualization: Strong understanding of VMware and similar platforms, including storage integration, datastores, and VM-level impact analysis.
- Networking: Strong ability to isolate storage vs host vs network fault domains in complex multi-layer architectures.
- Diagnostics: Ability to lead cross-stack RCA and drive resolution with structured technical evidence not just symptom-based workarounds.
Additional Information:
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Strongly Preferred Skills
- Direct hands-on experience supporting NetApp storage platforms particularly ONTAP, FAS / AFF, StorageGRID, or E-Series.
- Experience in enterprise or managed service support environments with defined SLAs and escalation frameworks.
- Familiarity with storage performance diagnostics, platform health monitoring, and enterprise incident management.
- Experience working with ITSM platforms (ServiceNow, Salesforce) and remote diagnostic toolsets.
- Exposure to cloud-integrated storage or storage-as-a-service operational models is a plus.
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How You Work
- You can walk into a critical customer call cold, assess the situation fast, and take control technically and communicatively.
- You coach TSEs by example, not just by instruction - you show the thinking process, not just the answer.
- You hold yourself to high documentation standards and expect the same from your team.
- You escalate with precision - structured reproduction steps, data, and hypotheses, not just symptoms.
- You're trusted by customers and peers alike because you follow through, every time.
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Education
Bachelor’s degree in engineering, Computer Science, Information Technology, or a related discipline preferred.
