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Sr. Associate Account Management
Sales
Company shared salary
NA
Market rate
₹45,000–₹75,000/mo (₹540,000–₹900,000/yr)
Based on similar roles (title + domain + location).
About the Company
Sutherland specializes in Artificial Intelligence, Automation, Cloud engineering, and Advanced analytics, working with iconic brands worldwide to bring market-leading technology and business process excellence. They have created over 200 unique inventions under several patents and drive digital transformation, optimize critical business operations, and pioneer new solutions through a seamless "as a service" model.
Responsibilities
- ● 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 come 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.
Requirements
- ● 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.
- ● 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.
- ● 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.
- ● 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 environment.
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