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
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 :
Detailed knowledge and demonstrated experience on the following :
Microsoft Windows platform
WMI, Group Policy, Active Directory, TLS / SSL
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
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
CCNA, Microsoft Certifications, SolarWinds Certified Professional (SCP)
Experience in working with Solarwinds Products is an advantage