Solarwinds Inc. Applications Engineer, Associate in Minsk, Belarus
SolarWinds creates and sells powerful and affordable software, and our products and business model are differentiators in the industry. We focus on speed to value and real-time problem solving for the IT professional and other users. As a company, we believe that capable and confident people are key to driving results.
As we continue to grow our footprint throughout the world, an amazing opportunity has been created for a motivated individual to join our team as the Technical Support Engineer for our MSP business unit.
SolarWinds MSP is seeking an Application Support Engineer that will diagnose and resolve technical issues involving SolarWinds MSP Backup and Recovery product.
The Applications Engineer serves as the main bridge between the engineering team and our customers with the primary goal of making sure we create and maintain customer loyalty by delivering an effortless support experience.
This role is made for you if you:
Are highly technical, organized and has excellent communication and people skills
Can use good judgment, set priorities, and handle multiple tasks simultaneously
Are highly motivated individuals who thrive in a fast-paced environment?
Are passionate about quality but respectful of meeting established deadlines
Embody the leadership qualities of collaboration, adaptability and stakeholder focus
Are as comfortable with local and global working environments
Deliver service and support to customers via email
Provide an exceptional customer experience through issue resolution
Work on escalations and critical incidents collaborating with frontline support, development, QA and sales teams to obtain the best possible outcome of the issue for the customer and the organization
Utilize Salesforce to maintain thorough and accurate documentation of cases
Maintain and continue to develop in-depth knowledge of SolarWinds MSP products and services
Work rotating schedule/shift coverage including morning, evening and possibly night shifts
Critical thinking: Strong reasoning & analytical skills; able to structure thinking into logical flow and sequence that’s easy for others to understand; able to create and work with conceptual frameworks
Communication: Crisp, compelling and practical style of organizing thoughts into writing and speech;
Self-Management: Able to know and manage your time and your commitment; adaptable with a growth mindset in support of your own work; acts with urgency and integrity
Stakeholder management: Able to establish positive relationships and collaborate with others around accomplishing goals; taking responsibility as they may come and held accountable for the results
Technical degree / diploma preferred, or qualified by experience
Previous experience in technical role (System administrator, DevOps) preferred
Effective listening, and ability to communicate both verbally and written in English, professionally
Knowledge of technical support principles and practices
Understanding of networking terms, concepts and protocols
Proficient in Windows Server operating systems, file structure, registry, event logs, boot, services, AD.
Knowledge and experience in some of the following areas: Linux, FreeBSD, MacOS, MS Exchange, MS SQL, VMWare, Hyper-V, nginx, Oracle
Ability and willingness to be reachable on call during nights for critical incidents when you are a night duty person
Coding skills is a plus.
Experience with backup solutions is a plus.
At the heart of our global operations is a talented and diverse team of professionals committed to making SolarWinds MSP a market leader.
We are seeking dedicated, creative and driven individuals to join our team and grow professionally with us.
Opportunity to grow - participation in conferences, training, knowledge sharing, etc.
Work in a friendly team of professionals
Competitive salary and bonus
Comfortable office in the city center
Medical service for you and your family
Free lunches twice a week
Free English classes
Coffee, tea, juice, milk and other benefits
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 2019-13340
# Positions 1
Category (Candidate Search) Support
Position Type Regular
Business Group MSP