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Solarwinds Inc. Technical Support Rep, Senior in Singapore, Singapore

Overview

We are seeking a Technical Support Engineer to join our Asia Pacific technical support team in Singapore! This role will be part of the team supporting global customers. If you have an application support background, experienced in providing exceptional customer 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

“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 customers 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

You need to have:

  • Bachelor's degree or equivalent experience

  • Consistent track record of providing excellent customer service and technical support

  • Comfortable to converse with customers in technical conversations

  • 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

  • Knowledge on Windows servers, MS SQL and understand event loggings

  • Understand networking, network protocols, security appliance and access points

  • Administered Application/Services, such as IIS, MSSQL and understanding applications logs

We'd love to see

  • Knowledge in managing network monitoring systems (such as NPM, PRTG, CA, BMC and Nagios)

  • Supporting enterprise and closed network customer

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

If this sounds like you:

Apply if you think we're a good match. We'll get in touch to let you know what the next steps are, but in the meantime feel free to have a look at this: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 2019-13364

# Positions 1

Category (Candidate Search) Support

Position Type Regular

Business Group Core IT

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