Sutherland
Tech / AI / Software
Sr.AssociateAccountManagement
Neural analysis suggests this role is
optimal for mid candidates.
“Sr. Associate Account Management at Sutherland. Skills: enterprise storage support, infrastructure troubleshooting, complex customer problems, storage platforms, associated infrastructure, SAN and NAS environments, Linux, Windows administration, VMware, TCP/IP, diagnostics. 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 r”
What You'll Achieve.
drive timely outcomes; Adhere to SLA targets
Industry & Context.
genuinely enjoys solving complex customer problems; structured thinking to every troubleshooting scenario; Diagnose problems; Troubleshoot any HW and SW issues; Ability to analyze logs, alerts, symptoms, and customer-reported behaviour to isolate the root cause or likely fault domain; apply structured thinking rather than guesswork
24x7 model, 24x7 Rotational Shift
What They're Looking For.
Must Have
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, 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, Good working knowledge of Linux and Windows administration fundamentals, Familiarity with VMware or similar virtualization platforms and their integration with storage, Good grounding in TCP/IP, DNS, routing, switching, and connectivity troubleshooting, Ability to analyze logs, alerts, symptoms, and customer-reported behaviour to isolate the root cause or likely fault domain, communicate clearly, written and verbal and can hold your own during high-pressure customer conversations, set expectations well and follow through, even when resolution timelines are uncertain, stay composed during escalations and apply structured thinking rather than guesswork, take ownership seriously and don't pass problems without context, work well with distributed, cross-functional teams across time zones
Nice to Have
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)
What You'll Do.
Provide technical support to enterprise customers on complex storage and infrastructure issues across a global 24x7 model
from initial triage through troubleshooting
Diagnose problems spanning storage protocols
platform interoperability
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
and customer stakeholders to drive timely outcomes
Maintain high-quality case notes
and technical documentation throughout the support lifecycle
Adhere to SLA targets
and quality standards consistently
How You'll Work.
Team & Collaboration
Work closely with cross-functional teams including escalation teams, engineering, and customer stakeholders to drive timely outcomes; work well with distributed, cross-functional teams across time zones
Communication Scope
communicate clearly, written and verbal; hold your own during high-pressure customer conversations; Manage customer communication with professionalism and urgency
Process & Methodology
Own cases end to end, Maintain high-quality case notes, action plans, and technical documentation throughout the support lifecycle, Adhere to SLA targets, escalation protocols, and quality standards consistently
Full Job 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. Technical Support Engineer Enterprise Storage Platforms Location: Bangalore | Work Model: Work from Office | Shift: 24x7 Rotational About the Role We are looking for a Technical Support Engineer to join our enterprise storage support team in a high-touch, mission-critical environment. This role is a great fit for someone with solid hands-on experience in enterprise storage and infrastructure troubleshooting who genuinely enjoys solving complex customer problems. You will work on real-world issues across storage platforms and associated infrastructure, supporting customers through phone, email, chat, and remote sessions. You'll be expected to own cases end to end, communicate clearly under pressure, and bring structured thinking to every troubleshooting scenario. What You'll Do * Provide technical support to enterprise customers on complex storage and infrastructure issues across a global 24x7 model.
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