Company Name

Sutherland Global Services Private Limited ( Hyderabad )

Job Description

•  Responsibilities:
  • Diagnose and resolve product issues for Scrutinizer, FlowPro, Replicator, and Endpoint Analytics.
  • Collect and analyze logs, configuration data, and network flow information to isolate root causes.
  • Guide customers through configuration, connectivity, and upgrade issues in both on-prem and AWS environments.
  • Escalate product defects and complex issues to senior support or engineering following defined workflows.
  • Maintain accurate case documentation and contribute to internal knowledge articles.
  • Adhere to SLAs, shift schedules, and escalation protocols to maintain consistent service delivery.
  Technical Requirements:
  • Candidates should demonstrate strong diagnostic skills and a working knowledge of enterprise IT environments.
  • 4-6 years of experience in technical support or network/system administration roles.
  • Strong troubleshooting and analytical skills, able to form and test hypotheses methodically.
  • Hands-on experience with Linux OS (CLI operations, service management, log review).
  • Solid understanding of network fundamentals such as TCP/IP, routing, SNMP, and DNS.
  • Familiarity with cloud environments (AWS preferred): understanding of VPCs, subnets, security groups, and how virtual appliances are deployed and accessed.
  • Comfort with virtualization platforms such as VMware ESXi, Hyper-V, or KVM.
  • Clear written and verbal English communication skills.

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