Technical Support Engineer, Associate
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.1
Reclaim your time by letting our AI handle the grunt work of job searching.
We continuously scan millions of openings to find your top matches.
Job Description
Your Role:
The support representative provides technical support to customers and answers complex questions regarding SolarWinds product functionality and usage via ticketing system, telephone calls and remote support. The support representative is the primary support liaison between SolarWinds and its customers.
The support representative must demonstrate expert knowledge of the company's products and convey customer feedback regarding products to the development staff.
Your Impact:
- Responding to and/or initiating technical troubleshooting sessions with customers - via phone, email and remote sessions in English language
- Interacting with customers at all levels, with demonstrated ability to communicate with both the very basic user to the technically advanced (Network Administrators, System Administrators)
- Managing and working support tickets per industry best practices utilizing existing CRM systems
- Effectively communicating technical information to non-technical customers
- Coordinating the resolution of technical issues with Advanced Support Teams and escalating issues per pre-established guidelines
- Contributing to our Knowledgebase (author and edit knowledge base articles)
- Maintaining working lab systems to facilitate reproduction of customer issues
- Other related duties as appropriate and required
- Reporting to the Technical Support Manager
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.