Solarwinds Inc. Cloud, Senior Support Engineer in Fort Bonifacio, Philippines

Overview

SolarWinds Cloud develops best-of-breed monitoring products including

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

  • Papertrail, a log management and aggregation service

  • Loggly, a log analytics service, and

  • Pingdom, a Digital Experience Monitoring service.

Our customers are developers and operations 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 and text chat. The questions you will face are about a wide range of topics 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 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, and/or chat

Provide an exceptional customer experience through issue resolution

Be a team player: educate peers, colleagues and team members on what we hear from our customers, redirect or escalate issues appropriately, mentor new hires

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

Develop tools and processes to deepen understanding of customer activities and prevent churn

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

Qualifications

4 to 6 years experience in technical, or customer service role

Experience working as a developer or operations professional is a plus

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.

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 2018-10853

# Positions 1

Category (Candidate Search) Support

Position Type Permanent

Business Group SolarWinds Cloud