Technical Support Representative – Cloud

Manila, Philippines

Req ID: 202041

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!

Summary:

We are seeking a dedicated Technical Support Specialist to join our team. This role is pivotal in providing exceptional support to our customers, ensuring effective troubleshooting and resolution of technical issues related to our Cloud Products. You will collaborate with advanced technical support and development teams to enhance product services and educate users.

Responsibilities:

Respond to technical troubleshooting sessions with customers via chat, email, and remote sessions, helping them to identify, troubleshoot, and resolve technical issues with the Cloud Products
Coordinate the resolution of customer technical issues with advanced technical support and internal development for all escalated product-related issues, including product enhancements, bug resolution, and overall product education
Manage and work on support tickets via Salesforce
Effectively communicate technical information to non-technical customers
Contribute to our Knowledge Centered Service (KCS) by creating articles or documentation
Perform other related duties as appropriate and required
Report to the Technical Support Manager

Qualifications:

Bachelor’s degree in Computer Science or equivalent education and/or work experience
At least 2 years of experience in a support role, familiar with development or operations roles
Exceptional communication skills (written and verbal) to effectively communicate with technical audiences at all skill levels
Detail-oriented, able to multitask, troubleshoot, and demonstrate problem-solving skills
Good understanding of Linux or Windows
Basic knowledge of AWS (Amazon Web Services) and/or Azure

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