- Location
- Manila, Philippines · Philippines Office
- Department
- Customer Service
Description
At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.
The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us!
The Application Engineer’s mission is to provide world-class support through technical excellence, to provide root cause analysis to identify software bugs/regression and drive to resolution through validation to meet customer satisfaction. When issues are identified, the Application Engineer will collaborate with internal and external stakeholders to proactively de-risk escalations to reduce operational costs and improve the efficiency of root cause analysis to drive quicker time-to-resolution and improved customer and product experience in future product releases.
The daily goal is “driving and improving the resolution of issues with every interaction”.
Responsibilities:
- Engineer solutions and enable the support teams to resolve highly complex technical issues.
- Collaborate with the product developers on software bugs with engineering and support.
- Liaising with customers and incorporating user-defined needs and feedback into application design.
- Directly working with customers in highly complex product and environment issues and relaying the information to the product developers for maintenance or update.
- Replicate, test, and create scripts and/or code for the applications.
- Perform diagnostic tests and debugging procedures and collaborate results and ideas with the product developers.
- Document and publish processes, procedures, and solution articles for internal and external stakeholders/customers.
- Keep up with advancements in application engineering and new technologies in relation to SolarWinds products.
- Proactively identify bugs and identify their root cause
- Provide training and mentorship for technical support representatives of all skill levels
Required Qualifications
- 3 - 5+ years of working experience in enterprise technical support or similar customer-facing role in the IT industry
- Extensive experience in troubleshooting and resolving technical issues
- Experienced in writing support content for internal and external consumption (Knowledge Base Articles)
- Experienced being on-call and can jump into a complex situation and make sense of and communicate clearly to external and internal stakeholders what’s going on.
- Experienced in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports to collaborate with the development team to drive resolution, and case resolution
- Intermediate understanding of Microsoft Active Directory and LDAP is required
- Intermediate understanding of Windows Server is required (installation, configuration, and deployment) is required
- Intermediate understanding of SQL Server is required
- Intermediate understanding of TCP/IP stack and practical knowledge of protocol workflow
- Intermediate understanding of HTTP, DNS, TCP, UDP, SSL/TLS, ICMP, SNMP and WMI
- General understanding of cloud concepts and large cloud service providers (AWS, Azure, Google Cloud)
- Excellent collaboration and communication skills
- Ability to work independently and as a part of a team
- Love to explore new technologies and figuring out difficult problems
- Experience with Salesforce and JIRA
Preferred Qualifications
- 5+ years of working experience in enterprise technical support or similar customer-facing role in the IT industry is preferred
- Experience working with large enterprise customers (Fortune 500 companies) with complex environments is preferred
- Understanding of C++ and other coding languages (Review stack traces, memory dumps, etc) is preferred
- Experience with SolarWinds Orion and related products
- SolarWinds Product Certifications
- Industry-recognized technical certifications
- Experience with Github
- Understanding of .NET concepts
- Experience with Advanced SQL concepts
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.
All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice