What are the responsibilities and job description for the Technical Support Engineer, Associate position at SolarWinds?
At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, Partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.
The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us!
Your Role:
The support representative provides technical support to customers and answers complex questions regarding SolarWinds product functionality and usage via ticketing system, telephone calls and remote support. The support representative is the primary support liaison between SolarWinds and its customers.
The support representative must demonstrate expert knowledge of the company’s products and convey customer feedback regarding products to the development staff.
Your Impact:
- Responding to and/or initiating technical troubleshooting sessions with customers - via phone, email and remote sessions in English language
- Interacting with customers at all levels, with demonstrated ability to communicate with both the very basic user to the technically advanced (Network Administrators, System Administrators)
- Managing and working support tickets per industry best practices utilizing existing CRM systems
- Effectively communicating technical information to non-technical customers
- Coordinating the resolution of technical issues with Advanced Support Teams and escalating issues per pre-established guidelines
- Contributing to our Knowledgebase (author and edit knowledge base articles)
- Maintaining working lab systems to facilitate reproduction of customer issues
- Other related duties as appropriate and required
- Reporting to the Technical Support Manager
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.
All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice
