We are seeking a Technical Support Engineer to join our Asia Pacific technical support team in Manila! 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.
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
Bachelor degree, diploma, or equivalent work experience
Professional certifications are a plus: CCNA, MCSE, VCP, AWS or Azure
Comfortable to technical conversation with customers
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
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 BGC, Manila and operates during regular APAC work hours
Willing to work on weekend and public holiday on a rotational basis
Past experience with post-sales technical & application support
Past experience with Network and/or Systems
Past development background in .NET and SQL
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/