Database Technical Support Rep, Intermediate (APAC Shift)
Fort Bonifacio, Taguig, Philippines
6d ago


As the successful candidate you will be responsible for providing world-class technical support for our global customers utilizing our award-winning network management software.

Answering technical support questions via telephone, email and other channels as defined you will possess both technical credentials and a friendly consultative approach to solving customer problems.


  • Respond to and / or initiate technical troubleshooting sessions with customers - via phone, email and remote session
  • Interact with customers at all levels, with demonstrated ability to communicate with both the very basic user to the technically advanced (Database Administrators, Network Administrators, System Administrators, CIO, etc..)
  • Manage and work support tickets per industry best practices and utilizing existing CRM systems
  • 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)
  • Maintain working lab systems to facilitate reproduction of customer issues
  • Other related duties as appropriate and required
  • Ability to multi-task
  • Reports to the Technical Support Manager
  • Qualifications

  • Advanced Troubleshooting experience and skills, Web Frontend (Apache, Java) Backend database environments (SQL Server / Oracle / MySQL)Log analysisFamiliarity with computer hardware including the ability to carry on an intelligible conversation concerning server and storage hardware, virtual environments (VMWare / Hyper-V)
  • Knowledge in one or more of the following RDBS systems :
  • PostgreSQL
  • Detailed knowledge and demonstrated experience on the following :
  • Microsoft Windows platform
  • WMI, Group Policy, Active Directory, TLS / SSL
  • Linux
  • Basic commands and navigation
  • Solid understanding on the following :
  • Security Compliance Standards
  • Common network services like DNS, Web Servers (IIS, Apache), FTP Servers, Email Servers, LDAP.
  • Networking protocols TCP / IP, UDP, SMTP, FTP, HTTP, SNMP, Syslog, SSH etc.
  • Virtual appliance hosted on Hyper-V, VMWare, AWS or Azure
  • Experience in a 24 / 7 / 365 work schedule environment
  • Helpful Skills

  • Past Database Administration experience
  • Familiarity with ETL development process, API’s and REST connections
  • Knowledge of how to navigate SSMS
  • Familiarity SQL Server 2012+ Always-On technologies
  • Knowledge of Java, C#, ASP.NET, JavaScript, JQuery, ASP.NET MVC, Scripting using Perl, Bash & Powershell
  • CCNA, Microsoft Certifications, SolarWinds Certified Professional (SCP)
  • Experience in working with Solarwinds Products is an advantage
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