Solarwinds Inc. Cloud Applications Engineer, Associate in Fort Bonifacio, Philippines

Overview

SolarWinds Cloud develops best-of-breed monitoring products including

  • AppOptics, an Application Performance Monitoring (APM) and Host Infrastructuremonitoring service

  • Papertrail, a log management and aggregation service

  • Loggly, a log analytics service, and

  • Pingdom, an Availability and Web Performance Monitoring service.

Our customers are developers and operations managers and engineers that predominantly work

in Software as a Service (SaaS) companies.

The Technical Support Engineer is the key interface between Solarwinds and our customers

with the primary goal of making sure overall quality and customer satisfaction goals are

exceeded.

In this role, you will help support customers using SolarWinds Cloud services via email, live chat

and over the phone. The questions you will face are about a wide range of topics, mostly about

the products themselves and how they work but also like Operating systems (Linux primarily but

also Windows), web frameworks, programming languages, IP stack troubleshooting,

REST/JSON, firewall rules, plus non-technical topics.

You almost certainly won’t know about all of these. While a strong working knowledge of the

structure of the Internet, IP/TCP, DNS, cURL, Linux and/or Windows is required, Googling to

satisfy your own curiosity is expected (and hopefully, fun).

Responsibilities

Deliver service and support to customers via email, chat and phone.

Provide an exceptional customer experience through issue resolution and guiding questions to

the right team (Sales, customer success)

Be a team player: educate peers, colleagues and team members on what we hear from our

customers, redirect or escalate issues appropriately

Maintain thorough and accurate documentation of cases, update knowledge base or API

documentation as appropriate

Maintain and continue to develop in-depth knowledge of DevOps tools in general and Solarwinds Cloud products and services in particular

Qualifications

2 to 4 years’ experience in technical, or customer service role

Proven ability to work independently

Technical degree/diploma preferred, or qualified by experience

Working knowledge in Linux - you know how to install packages, check logs, SSH into servers

and more

Able to listen and communicate in a personal but professional voice

Familiar with methodologies for building software-as-a-service apps (https://12factor.net/)

Proficient in Windows operating systems is a plus

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 2019-12302

# Positions 1

Category (Candidate Search) Support

Position Type Regular

Business Group SolarWinds Cloud