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 Impact :
Respond to technical troubleshooting session with customers via chat, email and phone, helping them to identify, troubleshoot and resolve technical issues with the Service Desk Product.
Coordinate the resolution of customer technical issues with advanced technical support, and internal development for all escalated product-related issues, including product enhancements, bug resolution, and overall product education.
Manage and work support tickets via Salesforce.
Effectively communicate technical information to non-technical customers.
Coordinate the resolution of technical issues with Advanced Support Teams and escalate issues per pre-established guidelines.
Contribute to our Knowledgebase (author and edit knowledge base articles).
Other related duties as appropriate and required.
Reports to the Sr. Manager of Technical Support, ITSM.
Your Experience :
At least 2 years’ experience in a technical support, developer or operations role.
Exceptional communications skills (written and verbal) to effectively communicate with technical audiences at all skill levels
Detail oriented, able to multi-task, troubleshoot, and demonstrated problem solving skills
Experience with SQL Server and DB products
Advanced Troubleshooting experience
Experience with Web Frontend (Apache, Java) and Backend database environments (SQL Server / Oracle / MySQL)