• Cloud Support Engineer, Senior

    Location PH-Fort Bonifacio, Taguig
    Job ID
    2018-11417
    # 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, an Availability and Web Performance Monitoring service.

    Our customers are developers and operations managers and 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, live chat
    and over the phone. The questions you will face are about a wide range of topics, mostly about
    the products themselves and how they work but also 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 the
    structure of the Internet, IP/TCP, DNS, cURL, 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, chat and phone.
    Provide an exceptional customer experience through issue resolution and guiding questions to
    the right team (Sales, customer success)
    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

    Qualifications

    4 to 6 years experience in technical, or customer service role
    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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