Solarwinds Inc. Manager, Technical Support in Fort Bonifacio, Philippines
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 hands-on technically minded person who can help build a support team in Manila, manage and coach the team but also be actively engaged in customer support.
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.
- 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.
- Lead the support team by setting and tracking goals. Help with recruiting and building the team.
- 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.)
- Work closely with engineering and product teams to share what we learn from our customers but also to learn about new feature developments.
Minimum of 4 years experience in a support, developer or operations role
Experience working directly with customers / end users
Management experience (team lead, team manager)
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 2019-12418
# Positions 1
Category (Candidate Search) Support
Position Type Regular
Business Group Cloud