Technical Support Representative L1

About the role

Sutherland is seeking a motivated Technical Support Representative L1 to provide exceptional support for IoT devices and web applications. The role focuses on building product expertise, delivering outstanding customer experiences, and collaborating with cross‑functional teams to resolve issues.

Key responsibilities

• Communicate complex technical information clearly and simply.
• Demonstrate curiosity and a proactive problem‑solving mindset to implement sustainable solutions.
• Understand and empathize with customers across diverse personality types.
• Collaborate with product, program, marketing, and engineering teams.
• Act as the customer voice, defining and implementing innovative solutions.

Required profile

• Advanced English (B2 or higher) – verbal and written.
• Bachelor’s degree or equivalent experience in technology or technical support.
• Full‑time availability and ability to work onsite in Bogotá.

Required skills

• Supporting and using Windows and Linux operating systems.
• Basic troubleshooting for IoT devices and custom hardware.
• Experience with support tools such as Zendesk, Jira, Confluence, Salesforce, and ServiceNow.

What we offer

• Competitive compensation with base pay, incentives, overtime and shift differentials.
• Annual merit increase based on performance.
• Paid training (onsite or work‑from‑home) and discounts for corporate partners.
• Comprehensive health and life insurance, paid vacation and sick leave.
• Career development, growth opportunities, and reward programs.