Senior Associate - Technical Account Management

Sr. Associate Account Management

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

• Provide technical support to enterprise customers on complex storage and infrastructure issues across a global 24x7 model.
• Own cases end to end, from initial triage through troubleshooting, communication, documentation, and resolution.
• Diagnose problems spanning storage protocols, host connectivity, controller behaviour, performance symptoms, platform interoperability, and more.
• Troubleshoot any HW and SW issues that comes up during ongoing platform use.
• Manage customer communication with professionalism and urgency, especially during business-impacting situations.
• Work closely with cross-functional teams including escalation teams, engineering, and customer stakeholders to drive timely outcomes.
• Maintain high-quality case notes, action plans, and technical documentation throughout the support lifecycle.
• Adhere to SLA targets, escalation protocols, and quality standards consistently.

Qualifications

Required Experience

• 3–6 years of relevant experience in technical support, infrastructure support, and enterprise storage support.
• Solid track record in customer-facing troubleshooting roles within enterprise IT environments.
• Demonstrated hands-on understanding of enterprise storage concepts and troubleshooting methodology.

 

Technical Skills

• Storage: Strong working knowledge of SAN and NAS environments (protocols - FC, iSCSI, NFS, and CIFS/SMB), including RAID, high availability, controller architecture, disk behaviour, and failover concepts.
• OS: Good working knowledge of Linux and Windows administration fundamentals.
• Virtualization: Familiarity with VMware or similar virtualization platforms and their integration with storage.
• Networking: Good grounding in TCP/IP, DNS, routing, switching, and connectivity troubleshooting.
• Diagnostics: Ability to analyze logs, alerts, symptoms, and customer-reported behaviour to isolate the root cause or likely fault domain.

 

Additional Information

• Preferred Skills

• Experience supporting enterprise storage platforms such as NetApp ONTAP, FAS / AFF controllers, StorageGRID, E-Series, or equivalent (Dell EMC, HPE, Pure, IBM, Hitachi).
• Prior experience in managed service or enterprise support environments handling platform or infrastructure incidents.
• Familiarity with critical case management, and ITSM tools (ServiceNow, Salesforce, or equivalent).

•  

  How You Work

• You communicate clearly, written and verbal and can hold your own during high-pressure customer conversations.
• You set expectations well and follow through, even when resolution timelines are uncertain.
• You stay composed during escalations and apply structured thinking rather than guesswork.
• You take ownership seriously and don't pass problems without context.
• You work well with distributed, cross-functional teams across time zones.

Experience Level

Mid Level