Technical Support Representative

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! Your Role: Responsible for providing world-class technical support for our global customers, utilizing our Cloud products. Answers technical support questions via email, chat, and other channels. Leverages technical credentials and enjoys helping customers be successful, and is comfortable with the command line, and thrives in figuring out complex technical issues. The support team is equally passionate about helping customers as we are about the product. Our role is essential to the company, not only because happy customers keep using the product, but also because we communicate customer concerns to the product and engineering organizations and thereby ensure continued success. Responsibilities What You'll Do: The Technical support engineer is the front-line “trusted advisor” for SolarWinds product users, a key contributor to the customer experience through resolving customer’s issues, educating customer product functionalities, optimize their monitoring capabilities, and building a knowledge-based library. Handle support cases. Should be able to understand and reproduce a customer’s issue that could require abilities such as spinning up EC2 instances, installing software, configuring collection agents, and configuring our app to do what the customer wants it to do. Coordinate the resolution of customer technical issues with advanced technical support, and internal development for all escalated product-related issues, including product enhancements, feature requests, bug resolution, and overall product knowledge. Work closely with engineering and product teams to share what we learn from our customers but also to learn about new feature developments; Maintain and continue to develop in-depth knowledge of DevOps tools in general and SolarWinds Cloud products and services in particular Respond to and/or initiate technical troubleshooting sessions with customers via email, chat, and remote session (WebEx), helping them to identify, troubleshoot and resolve technical issues with SolarWinds' Cloud Products. Effectively communicate technical information to non-technical customers Qualifications What You Need: Detail oriented, able to multi-task, troubleshoot, and demonstrate problem solving skills Self-motivated; able to organize and prioritize tasks independently and autonomously Strong interpersonal, communication and time management skills; self-driven, passion to explore new IT technologies, a good listener, and to be able to identify and resolve key customer issues Familiar or Experience with Linux or Windows; Experience with AWS (Amazon Web Services) or Windows Azure Good to have: Experience developing in Python, Ruby, or other Languages, writing scripts for automation Minimum of 2 years’ experience in a support, developer, or operations role Bachelor's degree in computer science or equivalent education and/or work experience