SolarWinds creates and sells powerful and affordable software, and our products and business model are differentiators in the industry. We focus on speed to value and real time problem solving for the IT professional and other users. As a company, we believe that capable and confident people are key to driving results. As we continue to grow our footprint throughout the world, an amazing opportunity has been created for a motivated individual to join our team as the Technical Support Engineer for our MSP business unit.
SolarWinds MSP is seeking a Technical Support Engineer that will diagnose and resolve technical issues involving Remote Monitoring, Asset Tracking, Remote Connection, Patch Management, AV, Backup, Mail Security and more. The Technical Support Engineer serves as the key interface between SolarWinds MSP and our customers with the primary goal of making sure we create and maintain customer loyalty by delivering an effortless support experience.
This role is made for you if you:
At the heart of our global operations is a talented and diverse team of professionals committed to making SolarWinds MSP a market leader. We are seeking dedicated, creative and driven individuals to join our team and grow professionally with us. We provide excellent benefits, competitive salaries and promise you a world of opportunities.
Deliver service and support to customers via phone, email, and/or chat
Provide an exceptional customer experience through issue resolution
When issues or resolutions cannot be reached through thinking outside of the box, redirect or escalate by collaborating with team members, developers, and/or sales team.
Redirect or escalate issues appropriately when issues are outside of support boundaries or when resolution cannot be confirmed (utilizing all available resources; IT, teammates, supervisor, managers)
Utilize Salesforce to maintain thorough and accurate documentation of cases.
Maintain and continue to develop in-depth knowledge of SolarWinds MSP products and services
APAC shift coverage and weekend support