What are the responsibilities and job description for the Technical Support Representative - USA position at SolarWinds?
At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.
The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us!
Your Role:
The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We're looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose.
Your Impact:
The Technical Support Rep is the front-line "trusted advisor" for SolarWinds product users, a key contributor to the customer experience through resolving customers' issues, educating customers on product functionalities, optimizing their monitoring capabilities, and building a knowledge-based library.
• Direct interaction with SolarWinds customers and channel partners, helping them to identify, troubleshoot, and resolve technical issues with SolarWinds suite of Network, System, Security, and Database monitoring products and Tools.
• Front-line support for all incoming customer support issues, with web or phone support.
• Serve as liaison between customers, advanced technical support, and internal development for all escalated product-related issues, including product enhancements, bug resolution, and overall product education
• Develop or update customer-facing support documentation and public-facing articles on (SolarWinds Customer and Product Support | Success Center )
• Share ideas to improve product features and usability, scale support, reduce incidents, increase customer satisfaction, while reducing customer effort
• Share upcoming customer training, successful case studies, and demonstrate the product values
• Share knowledge with the team and celebrate team success
Your Experience:
• Bachelor's degree, diploma, or equivalent work experience
• Professional certifications are a plus: SQL Server, Oracle, AWS, or Azure
• Comfortable with technical conversations with customers
• Minimum 4 years of experience in customer technical support or a developer role
• Excellent communication - both verbal and written, support is conducted via email and phone
• Self-driven, passionate, and a good listener and to be able to identify the key customer concern and resolve customer issues
• Passionate about exploring new IT technologies
• Strong knowledge of all current Windows OS servers and understanding of event loggings
• Administrative knowledge of Linux
• Good knowledge of networking, network protocols, security appliance, and access points, such as Cisco, Riverbed, Brocade, HP, Aruba
• Good knowledge of administering or managing server Applications/Services, such as IIS, MSSQL and understanding application logs
• Advantages in Deploying or Managing database monitoring systems (such as SolarWinds SQL Sentry or DPA)
• Good knowledge of monitoring protocols like SNMP, WMI, SMI-S, Common Information Model, Performance Counter
SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.
All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice
