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Solarwinds Inc. Customer Success Engineer in Morrisville, North Carolina

Overview

SolarWinds (NYSE: SWI) provides powerful and affordable IT management software to more than 100,000 customers worldwide – from Fortune 500 enterprises to small businesses, and nearly every civilian agency, DoD branch, and intelligence agency in the U.S. Government. Focused on the real-world needs of IT professionals, SolarWinds products are downloadable, easy to use and maintain, and provide the power, scale, and flexibility needed to manage today’s complex IT environments. SolarWinds’ growing online community, THWACK, is a gathering-place for problem-solving, technology-sharing, and participating in product development for all of SolarWinds’ products.

We are currently seeking experienced Customer Success Engineers (CSE) to join us in our mission of creating customer advocates by delivering an effortless customer experience at every opportunity.

As a member of the Customer Success team, the CSE is a key interface between Solarwinds and our customers as they become a customer for the first time or if they are expanding their relationship with us. The CSE will provide our customers with a deep level of technical onboarding for situations where they have specific technical or complex requirements. They will be engaged with the customer as required during the onboarding phase or when the partner is expanding.

Responsibilities

  • Technical Onboarding of new & existing customers, ensuring they are successful in their use of our products and laying the foundation for the customer to scale their solution

  • Work side-by-side with customers and provide technical expertise and to creatively solve issues that could arise. This could range from product misconfiguration to troubleshooting environments.

  • Drive high levels of customer satisfaction, trust and product adoption by making sound recommendations and listening to customer needs

  • Educate customers on Solarwinds products technical capabilities and best practices to simply adoption. Lead product training sessions for our customers.

  • Listen for customer needs and expansion opportunities bringing in the appropriate Solarwinds stakeholders

  • Collaborate with all Customer Success teams & serve as an escalation resource for CSMs/customers.

  • Leverage feedback for continuous improvement to the onboarding process

  • Listen carefully to information provided by customers and ask clarifying questions to ensure proper use of Solarwinds software.

  • Learn success stories and new use cases for Solarwinds software from our customers and share these with internal teams.

  • Continue to develop in-depth knowledge of our products and industry best practices to maintain strong relationships with customers.

  • Other duties as assigned

Qualifications

  • Educated to Technical Degree or National Diploma level

  • Have 3+ years of Technical Support experience in a SaaS-type environment

  • Has a technical background and proven experience in supporting or implementing IT products

  • Strong background in Windows Operating systems

  • Experience with Linux would be an advantage

  • Must have background in logical network troubleshooting of LAN/WAN environments

  • Major Industry Certification (MCSE, MCSA, MCSD, MCP, CCNA, etc.) an asset

  • Exceptional Troubleshooting and problem-solving skills

  • Strong reasoning & analytical skills; able to structure thinking into logical flow and sequence that’s easy for others to understand

  • Ability to explain technical subjects to both technical and non-technical clients in an easy to understand manner

  • Understand how to engage and excite an audience, catering learning experiences for all skill and interest levels

  • Have excellent communication skills

Location US-NC-Morrisville, NC

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 2020-14901

# Positions 1

Category Support

Position Type Regular

Business Group Application Management

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