Solarwinds Inc. Software Support Engineer in Dundee, United Kingdom

Overview

SolarWinds MSP is the leading global provider of complete IT management and automation solutions for Managed Service Providers (MSPs). Our award-winning product suite includes the industry’s #1 RMM Service Automation Platform

and has a proven track record of helping MSPs standardize and automate the setup and delivery of IT services in order to achieve true scalability. We believe that the MSPs who use our products everyday should be excited about them.

That's why we put our users first in everything we do and strive to deliver powerful functionality while making their jobs easier.

Our platform

We have a microservices architecture and a lot of programming languages and technologies contributing to it. Java, C#, PHP, C++, and Golang are the most popular, but not the only ones!

We are running many of these microservices in the cloud (mainly AWS), and we are increasingly using Docker containers and Kubernetes to host and deploy our infrastructure.

People and processes

But the technology is not all. We work with a group of smart folks in agile teams comprising of developers and testers, supported by other areas of the business such as devops, architecture, UX, product management and others.

Responsibilities

The successful candidate will be answering inbound queries from our customers who use our software to run their business.

Responsibilities:

Handling and resolving technical support cases raised by our customers via form and phone

Use technical knowledge, problem solving skills and soft skills combined to provide and excellent and effortless support experience to SolarWinds MSP partners and clients

Contribute towards documentation by recommending articles or article modifications to those responsible for article creation with the opportunity in the future to be a member of the team responsible for article creation.

  • Triage support incidents and know when to collaborate or seek input to ensure the customer receives the most efficient experience possible combing quality with speed of resolution.

  • Use our case management system combined with autonomy over own case load to properly prioritize cases and manage case load in line with our Service Level Objectives resulting in high customer satisfaction and ensuring customers’ expectations are met or exceeded.

  • Rotational shifts covering from Monday-Friday 7am – 7pm (GMT)

Qualifications

Qualifications:

  • Leadership skills and evidence of leading by example

  • A proven track record of getting the best out of individuals working within a team environment

  • A selfless approach to leading a team

  • Excellent time management and communication skills

  • Clear understanding and implementation of following and creating more refined processes within the support infrastructure

  • An understanding and proven ability to work in line with Solarwinds leadership and core behaviours

  • Technical education is a plus but not essential. Positive attitude, excellent soft skills

  • Hunger to improve technical knowledge and soft skills continuously throughout career.

  • Coachable, dynamic and solution focused

  • Excellent soft skills

  • Excellent Technical ability or Technical Aptitude with a hunger to increase this knowledge

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 2019-12178

# Positions 1

Category (Candidate Search) Support

Position Type Regular

Business Group SolarWinds MSP