SolarWinds Cloud develops best-of-breed monitoring products including
Our customers are developers and operations engineers that predominantly work in Software as a Service (SaaS) companies.
The Technical Support team is the key interface between Solarwinds and our customers with the primary goal of making sure overall quality and customer satisfaction goals are exceeded.
As a Support Engineer Team Lead, 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). In addition to helping customers, you will be a mentor to team members and new hires and lead by example. We are looking for a natural leader who can grow into a managerial position.
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, mentor new hires
Maintain thorough and accurate documentation of cases, update knowledge base or API documentation as appropriate
Develop tools and processes to deepen understanding of customer activities and prevent churn
Maintain and continue to develop in-depth knowledge of DevOps tools in general and Solarwinds Cloud products and services in particular
Lead by example; make sure that experiences are shared, help with finding solutions and removing roadblocks
4 to 6 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/)
Proficiency in Windows operating systems is a plus
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.