Technical Support Engineer, Intermediate

Overview 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! Responsibilities Respond to technical troubleshooting session with custemers via chat, email and remote sessions, helping them to identify, troubleshoot and resolve technical issues with the Cloud Products 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 Contribute to our Knowledge Centered Service (KCS) by creating articles or documentations Other related duties as appropriate and required Reports to the Technical Support Manager Qualifications Bachelor's degree in Computer Science or equivalent education and/or work experience At least 2 years experience in a support, familiar with development 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 Has good understanding of Linux or Windows Basic knowledge with AWS (Amazon Web Services) and/or Azure