Applications Engineer

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 Personal Attributes “How can I help.” mentality Positive Attitude Able to receive feedback/criticism Able to coach and provide feedback/criticism constructively and in a positive manner Continue to expand skill-set and invest in self-learning AEWork with business leaders within and across department as well as cross-geographically to meet business of our global customers. Verbal and Written Communication Skills Address your audience with language appropriate to their technical level. Maintain a professional and courteous tone in all communications. Demonstrate comfort with different methods of communication (Face to face, phone, email, chat etc.) Maintain internal SLAs for frequency and timeliness of outbound communications. Monitor and respond to required mailing lists. Demonstrate excellent communication and soft skills Be a positive contributor in to the knowledge environment - KCS, Support bulletin, mailing lists etc. Weekly manager update/report Support Ticket Management Monitor and handle both internally and externally escalated and advanced cases as need be. Assure that all appropriate fields in support tickets are correctly populated. Assure that all concerned parties are kept in the loop on escalated tickets, managers, sales, development, customer etc. Excellent Case management Geo transfers Mentoring and Leadership Act in the capacity of a trusted technical advisor to all Technical Support Engineers, Sales Support, Technical Team Leads, Support Management and other internal sources Respond to consults in a timely and efficient manner Develop technical training to help advance support reps and POD leaders. Provide well thought out training recommendations to our training department. Assist on Calls/Web-EXs with your assigned agents as needed. Ability to coach and provide feedback in a positive manner