• Technical Support Engineer, Senior

    Location SG-Singapore
    Job ID
    2018-11763
    # Positions
    1
    Category (Candidate Search)
    Support
    Position Type
    Regular
    Business Group
    SolarWinds
  • Overview

    We are seeking a Technical Support Engineer to join our Asia Pacific technical support team in Singapore! This role will be part of the team supporting global customers. If you have an application support background, experienced in providing exceptional customer and channel partners support and want an opportunity to be on the front line of a rapidly growing company. You will love working in an energetic organization, where we focus on developing talents, snacks & drinks are plentiful, work-life balance and passionate to help our customers archive greater heights.

    Responsibilities

    The Technical support engineer is the front-line “trusted advisor” representative for SolarWinds product users, a key contributor to customer experience through resolving customer’s issues, educating customer product functionalities, optimize their monitoring capabilities, and building a knowledge-based library.    

    Direct interaction with SolarWinds customers and channel partners helping them to identify, troubleshoot and resolve technical issues with SolarWinds suite of Network, System, Security, Database monitoring products and Tools.

    Front-line support for all incoming customer support issues, with web or phone support.

    Serve as liaison between customer, advanced technical support and internal development for all escalated product related issues, including product enhancements, bug resolution, and overall product education

    Develop or update customer-facing support documentation and public-facing articles on (https://support.solarwinds.com/Success_Center)

    Share ideas to improve product features and usability, scale support, reduce incidents, increase customer satisfaction while reduce customer effort

    Share upcoming customer training, successfully case studies and demonstrate the product values

    Share knowledge with the team and celebrate team success

    Qualifications

    Bachelor degree, diploma, or equivalent work experience

    Fluent in Japanese Language and Mandarin

    Professional certifications are a plus: CCNA, MCSE, VCP, AWS or Azure

    Comfortable to converse with customers in technical conversations

    Minimum 4 years’ experience in customer technical support or developer role

    Excellent Communication - both verbal and written, support is conducted via email and phone

    Self-driven, passionate to a good listener and to be able to identify the key customer concern and resolve customer’s issue

    Passionate to explore new IT technologies

    Strong knowledge of all current Windows OS server and understands event loggings

    Administrative knowledge of Linux

    Good knowledge of networking, network protocols, security appliance and access points, such as Cisco, Riverbed, Brocade, HP, Aruba

    Good knowledge of administering or managing server Application/Services, such as IIS, MSSQL and understanding applications logs

    Advantages in

    Deploying or Managing network monitoring systems (such as Solarwinds NPM, SAM and Nagios)

    Good knowledge of monitoring protocol like SNMP, WMI, SMI-S, Common Information Model, Performance Counter

    Be part of the Follow-by-the-Sun Global technical support team located across the globe, North America, Ireland, Philippines, and Singapore. This role is based in Singapore and operates during regular APAC work hours

    Willing to work on weekend and public holiday on a rotational basis

    Interested to find out how SolarWinds products can solve Networking and Systems IT problems in a fraction of the time? Check out the SolarWinds demo site, http://oriondemo.solarwinds.com/

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