Solarwinds Inc. Technical Support Rep, Associate in Lehi, Utah
SolarWinds is one of the fastest growing software companies and has been featured on the Top Small companies in America list by Forbes magazine in 2012 and 2013! We provide powerful and affordable IT management software to more than 100,000 customers worldwide – from Fortune 500 enterprises to small businesses. Focused on the real-world needs of IT professionals, SolarWinds products are downloadable, easy to use and maintain, and provide the power, scale, and flexibility needed to manage today’s complex IT environments.
As a team member you will have the opportunity to work for a company that appreciates and values the voice of its internal customers as well as its external customers. You will also benefit from representing competitive products that makes an impact for your customers.
We are currently seeking Tech Support Reps . Successful candidates will be responsible for providing world-class technical support for our global customers, utilizing our award-winning network management software. Candidate will be responsible for answering technical support questions via telephone, email and other channels as defined. The ideal candidate will have excellent communications skills, technical credentials, and a friendly consultative approach to solving customer problems.
Respond to and/or initiate technical troubleshooting sessions with customers - via phone, email and remote session
Interact with customers at all levels, with demonstrated ability to communicate with both the very basic user to the technically advanced
Manage and work support tickets per industry best practices utilizing existing CRM systems
Effectively communicate technical information to non-technical customers
Coordinate the resolution of technical issues with Advanced Support Teams and escalate issues per pre-established guidelines
Contribute to our Knowledgebase (author and edit knowledge base articles)
Maintain working lab systems to facilitate reproduction of customer issues
Other related duties as appropriate and required
Reports to the Technical Support Manager
Bachelor’s degree in Computer Science or equivalent education and/or work experience
At least 2 years of demonstrated experience in Database Administration including experience with installation of software in general
Minimum 2 years supporting and administering databases (Oracle or SQL Server preferred)
Knowledge of databases and appropriate OS level commands, navigation
General troubleshooting experience
General knowledge of data centers and technologies
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.
Job ID 2016-8482
# Positions 1
Location US - UT - Lehi
Position Type Permanent