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Solarwinds Inc. Technical Support Rep, Intermediate (APAC shift) in Fort Bonifacio, Philippines

Overview

We are seeking a Technical Support Engineer to join our Asia Pacific technical support team in Manila! This role will be part of the team supporting global customers. If you have an application support background, experienced in providing exceptional customer and channel partners support and want an opportunity to be on the front line of a rapidly growing company. You will love working in an energetic organization, where we focus on developing talents, snacks & drinks are plentiful, work-life balance and passionate to help our customers archive greater heights.

Responsibilities

The Technical support engineer is the front-line “trusted advisor” representative for SolarWinds product users, a key contributor to customer experience through resolving customer’s issues, educating customer product functionalities, optimize their monitoring capabilities, and building a knowledge-based library.

  • Direct interaction with SolarWinds customers and channel partners helping them to identify, troubleshoot and resolve technical issues with SolarWinds suite of Network, System, Security, Database monitoring products and Tools.

  • Front-line support for all incoming customer support issues, with web or phone support.

  • Serve as liaison between customer, advanced technical support and internal development for all escalated product related issues, including product enhancements, bug resolution, and overall product education

  • Develop or update customer-facing support documentation and public-facing articles on (https://support.solarwinds.com/Success_Center)

  • Share ideas to improve product features and usability, scale support, reduce incidents, increase customer satisfaction while reduce customer effort

  • Share upcoming customer training, successfully case studies and demonstrate the product values

  • Share knowledge with the team and celebrate team success

Qualifications

  • Bachelor degree, diploma, or equivalent work experience

  • Professional certifications are a plus: CCNA, MCSE, VCP, AWS or Azure

  • Comfortable to technical conversation with customers

  • Minimum 4 years’ experience in customer technical support or developer role

  • Excellent Communication - both verbal and written, support is conducted via email and phone

  • Self-driven, passionate to a good listener and to be able to identify the key customer concern and resolve customer’s issue

  • Passionate to explore new IT technologies

  • Strong knowledge of all current Windows OS server and understands event loggings

  • Administrative knowledge of Linux

  • Good knowledge of networking, network protocols, security appliance and access points, such as Cisco, Riverbed, Brocade, HP, Aruba

  • Good knowledge of administering or managing server Application/Services, such as IIS, MSSQL and understanding applications logs

  • Advantages in

  • Deploying or Managing network monitoring systems (such as Solarwinds NPM, SAM and Nagios)

  • Good knowledge of monitoring protocol like SNMP, WMI, SMI-S, Common Information Model, Performance Counter

  • Be part of the Follow-by-the-Sun Global technical support team located across the globe, North America, Ireland, Philippines, and Singapore. This role is based in BGC, Manila and operates during regular APAC work hours

  • Willing to work on weekend and public holiday on a rotational basis 

  • Preferences

  • Past experience with post-sales technical & application support

  • Past experience with Network and/or Systems

  • Past development background in .NET and SQL

Interested to find out how SolarWinds products can solve Networking and Systems IT problems in a fraction of the time? Check out the SolarWinds demo site, http://oriondemo.solarwinds.com/

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 2019-13153

# Positions 1

Category (Candidate Search) Support

Position Type Regular

Business Group Core IT

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