Technical Support Engineer

This is a fully remote position, open to applicants in Egypt.

📋 Description

• Deliver technical assistance to customers, resellers, and partners.

• Identify and resolve intricate software, server, networking, and configuration challenges.

• Conduct root cause analysis and offer best-practice recommendations.

• Oversee support cases from initial diagnosis to final resolution.

• Monitor, escalate, and resolve issues while adhering to SLA targets.

• Facilitate remote troubleshooting sessions with customers.

• Collaborate with internal engineering teams on escalated matters.

• Develop and sustain Knowledge Base articles and technical documentation.

• Engage in a 24/7 on-call rotation as needed.

⛳️ Requirements

• Minimum of 1 year of Linux experience in a technical support or help desk setting.

• Proficiency in Linux and/or Windows Server management.

• Familiarity with TCP/IP, HTTP, SSH, DNS, SMTP, FTP, LDAP, MySQL, Exchange, and email systems.

• Capacity to troubleshoot software applications and complex distributed systems.

• Strong problem-solving, analytical, and root cause analysis abilities.

• Experience utilizing WebEx or comparable remote troubleshooting tools.

• Excellent written and verbal communication skills.

• Willingness to work evening and weekend shifts.

• Authorized to work in the United States.

• Minimum internet speeds of 50 Mbps download and 10 Mbps upload.

• A dependable hard-wired internet connection.

• A quiet, secure, and distraction-free workspace.

• Wireless and satellite internet connections are incompatible with the systems.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Employee Assistance Program (EAP) and health and wellness initiatives.

• Generous Paid Time Off (PTO).

• Global Flexible Vacation Policy.

• Sutherland will supply necessary equipment.