RPA Product Support Engineer

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.

We are seeking a proactive and customer-focused RPA Product Support Engineer to join our team. In this role, you will own the resolution of product-related issues, maintain documentation, and collaborate with cross-functional teams to drive continuous improvements. Your expertise will ensure that customers receive timely, accurate support and that our RPA platform remains reliable and up-to-date.

Key Responsibilities –

1. Customer Issue Resolution –

• Serve as primary contact for product-related inquiries, triaging tickets in Jira or ServiceNow.
• Diagnose and resolve functional, configuration, or installation issues; escalate complex bugs to Engineering.
• Provide clear status updates to customers until full resolution.

2. Incident & Release Management –

• Log, track, and prioritize product defects and enhancement requests.
• Coordinate with QA and Engineering to reproduce issues, validate fixes, and verify deployments.
• Participate in regression testing, smoke tests, and compatibility checks before and after releases..

3. Knowledge Base & Documentation –

•  Create and update technical articles, FAQs, release notes, and runbooks to drive self-service.
•  Maintain the documentation repository, ensuring content aligns with the latest product updates.
• Develop API guides and clear troubleshooting steps for internal and external users.

4. Cross-Functional Collaboration –

• Relay customer feedback and usage patterns to Product Management to inform roadmap decisions.
• Work with Engineering on root-cause analysis, test-case creation, and validating patches.
• Liaise with Customer Success and Professional Services to align on rollout plans and escalations

Required Qualifications –

Education – bachelor’s degree in computer science, IT, Engineering, or equivalent experience.

Experience – 2+ years in product support or technical support for enterprise software—preferably RPA or automation platforms.

Skills –

• Hands-on familiarity with RPA tools (UiPath, Automation Anywhere, Blue Prism, or Robility).
• Strong troubleshooting: analyzing logs, interpreting exceptions, and diagnosing API or connector failures.
• Experience with issue-tracking systems (Jira, ServiceNow) and Agile/Scrum processes.
• Excellent written and verbal communication.

All your information will be kept confidential according to EEO guidelines.