Technical Support Representative - USA

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