Staff Technical Support Engineer

Bangalore, India

Req ID: 201768

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 looking for an accomplished and experienced Senior Technical Support Engineer to join our Support team. As a Senior Technical Support Engineer, you will help provide excellent support to our enterprise-level customers, using your expertise in both cloud and on-prem systems/technologies and troubleshooting skills

You will report to the Regional Support Manager

If you are an experienced Senior Technical Support Engineer with a passion for cloud technologies, excel in a customer-centric environment, and enjoy solving complex problems, we encourage you to apply. Join our team and be part of our mission to provide top-notch support to our valued customers in the ever-evolving cloud industry

You Experience:
-Be the senior technical focal point of customer issues raised by the 2nd level.
-Own and work on assigned cases and take ownership to resolve issues raised within SLAs.
-Analyze code to identify possible issues and root causes, and work with the engineering team to drive it to closure.
-Debug, troubleshoot, and optimize existing systems to improve performance and reliability.
-Interact with our customers while being the support liaison between the customer, Product Management, R&D, and various Business units to solve the issues at hand.
-Act as the Subject Matter Expert for our products, working closely with the product developers and building knowledge of support and troubleshooting tools and methods.
-Act as the escalation point for critical incidents, providing advanced troubleshooting and root cause analysis.
-Analyze recurring issues and put processes and requirements for tools to better support our customers.
-Mentor and educate 2nd-tier personnel in order to reduce the number of technical escalations.
-This position might require you to cover a part of APAC/EMEA and the NA regions.
-Collaborate with cross-functional teams, including development, QA, and DevOps, to address systemic issues and implement long-term solutions.
-Maintain and improve knowledge base articles and documentation for recurring issues and solutions.
-Drive automation initiatives for repetitive tasks to optimize support processes.

Your Skills
-5+ years of related experience.
-Experience with analyzing, troubleshooting, and providing solutions for deep and complex technical issues
-Knowledge of web technologies and protocols.
-Proficiency with Structured Query Language (SQL).
-Ability to troubleshoot different backend systems that support our product end-to-end.
-Excellent oral and written communication skills (fluent in English).
-Experience with communicating with enterprise customers via calls and emails, including managing a technical bridge in critical and pressing situations.
-Experience working with cross-functional teams and motivating others for cooperation and action.
-Ability to act as on-call for high-severity issues.
-Comfortable in an ambiguous, ever-changing environment
-Self-learner with the ability and desire to constantly acquire new knowledge and learn new technologies
-Self-management skills and the ability to come up with new initiatives.
-Basic understanding of object-oriented languages and server-side scripting.
-Experience with relevant technologies that could include the following:
-SaaS\Cloud Infrastructure.
-Network and Web protocols.
-Web and App Servers.
-Big data, analytics, and event processing technologies.
– Security and authorization principles.
-Bachelor’s degree in Information Science / Information Technology / Computer Science / Engineering / Mathematics – an advantage

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