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!
Summary: The successful candidate will provide world-class customer support for our global customers using our award-winning network management software. They will be responsible for answering technical support questions via phone, email, and other channels. The ideal candidate will possess technical credentials and a friendly, consultative approach to solving customer problems.
Responsibilities:
- Respond to and initiate technical troubleshooting sessions with customers via phone, email, and remote sessions.
- Communicate with customers at all levels, from basic users to technically advanced users such as Network and System Administrators.
- Manage and work support tickets within Service Level Guidelines using 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 guidelines.
- Contribute to the Knowledgebase by authoring and editing articles.
- Collaborate with Tier 1 through consultation and mentoring to maintain high customer satisfaction.
- Develop thorough product knowledge to assist customers effectively.
- Work with the Development Team and/or Application Engineers to ensure cases move promptly.
- Perform other related duties as required.
- Reports to the Tier 2 Technical Support Manager.
Qualifications:
- At least 2 years of demonstrated experience in Network Administration/System Administration.
- Experience with installation, service, and administration in medium to large multi-server environments.
- Background or working knowledge of databases, particularly MS SQL, is an advantage.
- Minimum 2 years supporting and administering network devices such as routers, firewalls, switches, or wireless access points.
- Knowledge of common network services like DNS, Web Servers (IIS, Apache), FTP Servers, Email Servers, and Database Systems Administration.
- Experience with Microsoft Windows Server 2012 or above.
- Advanced troubleshooting experience with software and browsers.
- Solid understanding of networking protocols like TCP/IP, SMTP, FTP, HTTP, SNMP, API, WinRM, Syslog, SSH, etc.
- Experience in a 24/7/365 work schedule environment.
- Professional certifications such as Network+, CCENT, CCNA, MCSE are a plus.
- Bachelor's degree in Computer Science or equivalent education/work experience with installation, service, and administration in a medium to large multi-server environment.
- Valid SolarWinds Certification (SCP) is a significant advantage.
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
