• Cloud, Support Engineer

    Location PH-Fort Bonifacio, Taguig
    Job ID
    2018-10851
    # Positions
    1
    Category (Candidate Search)
    Support
    Position Type
    Permanent
    Business Group
    SolarWinds Cloud
  • Overview

    SolarWinds Cloud develops best-of-breed monitoring products including

    • AppOptics, an Application Performance Monitoring (APM) and Host Infrastructure monitoring service
    • Papertrail, a log management and aggregation service
    • Loggly, a log analytics service, and
    • Pingdom, a Digital Experience Monitoring service.

    Our customers are developers and operations engineers that predominantly work in Software as a Service (SaaS) companies.

     

    The Technical Support Engineer is the key interface between Solarwinds and our customers with the primary goal of making sure overall quality and customer satisfaction goals are exceeded.

     

    In this role, you will help support customers using SolarWinds Cloud services via email and text chat. The questions you will face are about a wide range of topics like Operating systems (Linux primarily but also Windows), web frameworks, programming languages, IP stack troubleshooting, REST/JSON, firewall rules, plus non-technical topics.

    You almost certainly won’t know about all of these. While a strong working knowledge of Linux and/or Windows is required, Googling to satisfy your own curiosity is expected (and hopefully, fun).

    Responsibilities

    Deliver service and support to customers via email, and/or chat
    Provide an exceptional customer experience through issue resolution
    Be a team player: educate peers, colleagues and team members on what we hear from our customers, redirect or escalate issues appropriately
    Maintain thorough and accurate documentation of cases, update knowledge base or API documentation as appropriate
    Maintain and continue to develop in-depth knowledge of DevOps tools in general and Solarwinds Cloud products and services in particular

    Qualifications

    2 to 4 years experience in technical, or customer service role
    Experience working as a developer or operations professional is a plus
    Proven ability to work independently
    Technical degree/diploma preferred, or qualified by experience
    Working knowledge in Linux - you know how to install packages, check logs, SSH into servers and more
    Able to listen and communicate in a personal but professional voice
    Familiar with methodologies for building software-as-a-service apps (https://12factor.net/)
    Proficient in Windows operating systems is a plus

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