Technical Support Representative - USA

Solarwinds Corp.•Charlotte, NC

38d

About The Position

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. 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.

Requirements

Bachelor's degree, diploma, or equivalent work experience
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
Good knowledge of monitoring protocols like SNMP, WMI, SMI-S, Common Information Model, Performance Counter

Nice To Haves

Professional certifications are a plus: SQL Server, Oracle, AWS, or Azure
Advantages in Deploying or Managing database monitoring systems (such as SolarWinds SQL Sentry or DPA)

Responsibilities

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

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