Associate Technical Support Representative

at SolarWinds (View all jobs)

Manila, Philippines

Req ID: 200977

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:

We are seeking a Technical Support Engineer (Associate) to join our APAC technical support team in Manila! This role will be part of the team supporting global customers. If you have an application support background, experience in providing exceptional customer and channel partner support, and want an opportunity to be on the front line of a rapidly growing company. You will love working in an energetic organization, where we focus on developing talents and passion to help our customers archive greater heights.

Your Impact:

  • The Technical support engineer is the front-line “trusted advisor” for SolarWinds product users, a key contributor to the customer experience through resolving customer issues, educating customer product functionalities, optimizing their monitoring capabilities, and building a knowledge-based library.
  • Responding to and/or initiating technical troubleshooting sessions with customers – via phone, email, and remote sessions in the English language.
  • Interacting with customers at all levels, with demonstrated ability to communicate with both the very basic user to the technically advanced (Network Administrators, System Administrators).
  • Managing and working support tickets per industry best practices utilizing existing CRM systems.
  • Effectively communicating technical information to non-technical customers.
  • Coordinating the resolution of technical issues with Advanced Support Teams and escalating issues per pre-established guidelines.
  • Contributing to our Knowledgebase (author and edit knowledge base articles).
  • Maintaining working lab systems to facilitate reproduction of customer issues.
  • This is a fantastic opportunity to get in at the ground level of an international powerhouse.
  • APPLY Today to secure your chance for a new career with many advancement opportunities.

Your Experience:

  • Bachelor’s degree in Computer Science or equivalent education and/or work experience
  • Knowledge of common network services like DNS, Web Servers (IIS, Apache), FTP Servers, Email Servers, and Database Systems Administration
  • Experience with Windows Server 2003/2008 logging and reporting concepts
  • Experience with Microsoft Windows platform (XP, Vista, Win7, Windows Server (2000 – 2012, etc.)
  • Troubleshooting experience (PC hardware/software, browsers, etc.)
  • Understanding of networking protocols TCP/IP, SMTP, FTP, HTTP, SNMP, Syslog, SSH, etc.
  • Professional certifications are a plus: Network+, CCENT, CCNA, MCSE, etc.
  • Fluent English (both written and spoken)

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