Technical Support Representative

at SolarWinds (View all jobs)

Cork, Ireland

Req ID: 200383

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:

The Technical Support Rep 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.

Your Impact:

  • Direct interaction with SolarWinds customers and channel partners helping them to identify, troubleshoot and resolve technical issues with SolarWinds suite of Network, System, Security, Database monitoring products and Tools.
  • Front-line support for all incoming customer support issues, with web or phone support.
  • Serve as liaison between customer, advanced technical support, and internal development for all escalated product-related issues, including product enhancements, bug resolution, and overall product education
  • Develop or update customer-facing support documentation and public-facing articles on (SolarWinds Customer and Product Support | Success Center )
  • Share ideas to improve product features and usability, scale support, reduce incidents, increase customer satisfaction while reducing customer effort
  • Share upcoming customer training, successfully case studies, and demonstrate the product values
  • Share knowledge with the team and celebrate team success

Your Experience:

  • Bachelor’s degree, diploma, or equivalent work experience
  • Professional certifications are a plus: CCNA, MCSE, VCP, AWS or Azure
  • Comfortable to the technical conversation with customers
  • Minimum 4 years’ experience in customer technical support or developer role
  • Excellent communication – both verbal and written, support is conducted via email and phone
  • Self-driven, passionate to a good listener and to be able to identify the key customer concern and resolve customer’s issue
  • Passionate to explore new IT technologies
  • Strong knowledge of all current Windows OS server and understands event loggings
  • Administrative knowledge of Linux
  • Good knowledge of networking, network protocols, security appliance and access points, such as Cisco, Riverbed, Brocade, HP, Aruba
  • Good knowledge of administering or managing server Application/Services, such as IIS, MSSQL and understanding applications logs
  • Advantages in Deploying or Managing network monitoring systems (such as SolarWinds NPM, SAM and Nagios)
  • Good knowledge of monitoring protocol like SNMP, WMI, SMI-S, Common Information Model, Performance Counter

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: