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Solarwinds Inc. Cloud Support Engineer (night shift) in Fort Bonifacio, Philippines

Overview

SolarWinds Cloud, a business unit of Solarwinds, headquartered in Austin, TX, provides SaaS services that solve a large variety of monitoring problems. The product portfolio includes 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 primarily developers and operations engineers that work in companies that leverage cutting edge software development technologies, tools and processes. We are looking for a support engineer who enjoys helping customers be successful, is comfortable with the command line, and thrives in figuring out complex technical issues.

The support team is equally passionate about helping customers as we are about the product. Our role is essential to the company, not only because happy customers keep using the product, but also because we communicate customer concerns to the product and engineering organizations and thereby ensure continued success.

Responsibilities

Support:

  • Handle support cases. You should be able to understand and reproduce a customer’s issue. That could require abilities such as spinning up EC2 instances, installing software, configuring collection agents and configuring our app to do what the customer wants it to do.

Educate:

  • Continuously improve our documentation, not only when new features are released but also when customers give us ideas on how to improve our documentation. Figure out new ways to help users help themselves (videos, online communities, etc.)

Collaborate:

  • Work closely with engineering and product teams to share what we learn from our customers but also to learn about new feature developments.

Qualifications

  • Minimum of 2 years’ experience in a support, developer or operations role

  • Experience working directly with customers / end users

  • Bachelor’s degree (master’s degree is a plus)

  • Exceptional communications skills (written and verbal) to effectively communicate with technical audiences at all skill levels

  • Fluent in English

  • Detail oriented, able to multi-task, troubleshoot, and demonstrated problem solving skills

  • Strong understanding of software development life cycles, tools and best practices

  • Self motivated; able to organize and prioritize tasks independently and autonomously

  • Strong understanding of Linux or Windows

Not required but useful skills:

  • Experience with AWS (Amazon Web Services)

  • Experience developing in Python, Ruby, or other languages

  • Experience writing scripts for automation (shell, python, ruby, etc.)

  • Familiarity with agile processes, lean startup methodologies, DevOps philosophy, etc.

  • Familiarity with concepts of ephemeral infrastructure, serverless computing, SOA

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 2019-13508

# Positions 1

Category (Candidate Search) Support

Position Type Regular

Business Group Cloud

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