ITOM Technical Support (APAC Shift)
SolarWinds
Fort Bonifacio, Taguig, Philippines
6d ago

Overview

We are seeking a Technical Support Engineer to join our APAC technical support team in Manila! This role will be part of the team supporting global customers.

If you have an application support background, experience in providing exceptional customer and channel partners 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 and passion to help our customers archive greater heights.

Responsibilities

The Technical support engineer is the front-line trusted advisor for SolarWinds product users, a key contributor to the customer experience through resolving customer’s issues, educating customer product functionalities, optimize their monitoring capabilities, and building a knowledge-based library.

  • Direct interaction with SolarWinds customers and channel partners 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 reducing customer effort
  • Share upcoming customer training, successfully case studies and demonstrate the product values
  • Share knowledge with the team and celebrate team success
  • Qualifications

  • Minimum 4 years’ experience in software technical support or developer role
  • Strong knowledge in
  • all current Windows OS server and understands event loggings
  • administering or managing server Application / Services, such as IIS, MSSQL and understanding applications logs
  • networking, network protocols, security appliance and access points, such as Cisco, Riverbed, Brocade, HP, Aruba
  • Administrative knowledge of Linux
  • Comfortable in technical conversation with customers
  • Advantages in
  • Deploying or Managing network monitoring systems (such as Solarwinds NPM, SAM and Nagios)
  • Monitoring protocol like SNMP, WMI, SMI-S, Common Information Model, Performance Counter
  • Bachelor's degree, diploma, or equivalent work experience
  • 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
  • Willing to work on weekend and public holiday on a rotational basis
  • Professional certifications are a plus : CCNA, MCSE, VCP, AWS or Azure
  • Interested to find out how SolarWinds products can solve Networking and Systems IT problems in a fraction of the time? Check out the SolarWinds demo site,

    Be part of the Follow-by-the-Sun Global technical support team located across the globe. This role is based in BGC, Manila and operates during regular APAC work hours

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