Solarwinds Inc. Escalation Manager in North Sydney, Australia

Opportunity Details:


At Solarwinds MSP, we have a passion for helping IT professionals to get control over an increasingly fragmented technology landscape—to deliver business advantage for their customers and organizations. Our integrated IT Service Management platform is cloud-based, full-featured and easy-to-implement via a simple unified dashboard.

As an Escalation Manager with Solarwinds MSP, you will have the opportunity to shape and define our “Customer Success” philosophy. You will work closely with internal departments to correctly position and prioritize the work necessary to resolve major customer incidents in a timely manner through professional customer communication and expectation management.


Escalation Manager Key Duties and Responsibilities

  • Must be willing to lead the Solarwinds MSP critical case management process by partnering with Engineering, Product Management, Sales Teams, and Senior Leadership to make sure we deliver exceptional customer experience.

  • Ability to drive issues from escalation to resolution with a high sense of urgency and understanding and balancing importance.

  • Previous experience in taking the lead in developing action plans, internal status updates, and customer communication during critical incidents and escalations.

  • Provide frequent communication with Senior Leadership Team, Development Management, Sales, Technical Support and customers.


Required Skills and Behaviors

  • Must be process-oriented in work ethic with experience in holding others accountable to the established escalation process / protocol experience supporting mission-critical IT infrastructure technologies.

  • Superior interpersonal skills and the ability to effectively communicate with all levels of management in a crisis situation, ranging from technical and non-technical key players to Executive teams.

  • Motivated self-starter with a strong work ethic and ability to work effectively under pressure.

  • Exceptional documentation skills and habits – meeting minutes, action plans, status updates, knowledgebase articles, etc.

  • Willingness to jump into critical customer situations with little notice, understand technical issues, and quickly bring cross-functional team members together to develop and deliver on action plans.


  • Bachelor’s degree in technical related field preferred. High School diploma with 3-5 years industry experience required.

  • PMP certification or demonstrated experience managing projects / action plans and driving cross-functional teams to resolution Experience with Cloud applications and storage technologies preferred

  • Experience with SalesForce CRM (or similar CRM).

  • Experience supporting and interacting with MSP & Enterprise level IT customers.

  • Strong experience in a direct customer-facing role managing critical incidents and escalations

At Solarwinds, we know it’s our people that make us great. Our company is founded on the principles of building a great place to work, delivering an exceptional customer experience and continuing our sustainable high growth business.

We are seeking smart, creative professionals to join in our success.

Solarwinds is an Equal Opportunity Employer

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 2016-8394

# Positions 1

Location AU - NS - North Sydney

Category (Candidate Search) Support

Position Type Permanent