Solarwinds Inc. Cloud Applications Engineer, Intermediate in Fort Bonifacio, Philippines
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
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).
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
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
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 2019-12304
# Positions 1
Category (Candidate Search) Support
Position Type Regular
Business Group SolarWinds Cloud