Solarwinds Inc. Applications Engineer, Associate in Morrisville, North Carolina
SolarWinds MSP is seeking an Applications Engineer to join our Technical Support team to diagnose and resolve technical issues involving SolarWinds MSP Backup and Recovery product. The Applications Engineer is the main bridge between the engineering team and our customers with the primary goal of making sure overall quality and customer satisfaction goals are exceeded.
This position requires someone who is technical, organised, has excellent communication and people skills and follow-through, can use good judgement, set priorities, and possesses strong analytical and troubleshooting skills.
Provide technical support responding to customer issues, helping with deployment of the solution on customer's environment
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 organisation
Investigate and report problems found on production environment, work closely with QA and development teams to improve the product and to ensure it continues to satisfy customer needs
Contribute to the development and sharing of knowledge
Maintain thorough and accurate documentation of cases
Work rotating schedule including morning, evening and possibly night shifts
Technical degree/diploma preferred, or qualified by experience
Previous experience in technical role (System administrator, DevOps) preferred
Strong analytical skill
Effective listening, and ability to communicate professionally both verbally and written in English (intermediate level and higher)
Understanding of networking terms, concepts and protocols
Coding skills is a plus
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 2018-11727
# Positions 1
Position Type Regular
Business Group SolarWinds MSP