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Solarwinds Inc. Technical Support Rep, Intermediate in Lehi, Utah

Overview

Successful candidate will be responsible for providing world-class technical support for our global customers utilizing our award-winning network management software. Candidate will be responsible for answering technical support questions via telephone, email and other channels as defined. The ideal candidate will have both technical credentials and a friendly consultative approach to solving customer problems.

Responsibilities

  • Respond to and/or initiate technical troubleshooting sessions with customers - via phone, email and remote session

  • Interact with customers at all levels, with demonstrated ability to communicate with both the very basic user to the technically advanced (Network Administrators, System Administrators)

  • Manage and work support tickets per industry best practices utilizing existing CRM systems

  • Effectively communicate technical information to non-technical customers

  • Coordinate the resolution of technical issues with Advanced Support Teams and escalate issues per pre-established guidelines

  • Contribute to our Knowledgebase (author and edit knowledge base articles)

  • Maintain working lab systems to facilitate reproduction of customer issues

  • Other related duties as appropriate and required

  • Reports to the Technical Support Manager

Qualifications

  • Respond to and/or initiate technical troubleshooting sessions with customers - via phone, email and remote session

  • Interact with customers at all levels, with demonstrated ability to communicate with both the very basic user to the technically advanced (Network Administrators, System Administrators)

  • Manage and work support tickets per industry best practices utilizing existing CRM systems

  • Effectively communicate technical information to non-technical customers

  • Coordinate the resolution of technical issues with Advanced Support Teams and escalate issues per pre-established guidelines

  • Contribute to our Knowledgebase (author and edit knowledge base articles)

  • Maintain working lab systems to facilitate reproduction of customer issues

  • Other related duties as appropriate and required

  • Reports to the Technical Support Manager

INSWI

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 2019-12508

# Positions 1

Category Support

Position Type Regular

Business Group SolarWinds

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