Technical Support Representative - Intermediate Req ID: 201003

Technical Support Representative – Intermediate

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!

Your Role:

The successful candidate will be responsible for providing world-class customer support for our global customers utilizing our award-winning network management software. The candidate will be responsible for answering technical support questions via phone, email, and other channels as defined. The ideal candidate will have technical credentials and a friendly, consultative approach to solving customer problems.

Your Impact:

• Respond to and/or initiate technical troubleshooting sessions with customers – via phone, email, and remote session
• Interact with customers at all levels, with demonstrated ability to communicate with both the very basic user to the technically advanced (Network Administrators, System Administrators)
• Manage and work support tickets within SLG per industry best practices utilizing existing CRM systems
• Effectively communicate technical information to non-technical customers
• Coordinate the resolution of technical issues with Advanced Support Teams and escalate issues per pre-established guidelines
• Contribute to our Knowledgebase (author and edit knowledge base articles)
• Collaborate with our Tier 1 through consultation and mentoring to maintain a high customer experience.
• Develop thorough product knowledge to help our customers effectively
• Work with our Development Team and/or Application Engineers through swarms and consultation to ensure cases are moving promptly
• Other related duties as appropriate and required
• Reports to the Tier 2 Technical Support Manager

Your Experience:

• At least 2 years of demonstrated experience in Network Administration/System Administration
• At least 2 years of demonstrated experience in Network Administration/System Administration, including experience with installation, service, and administration of a medium to large multi-server environment
• Background or working knowledge of Databases, especially with MS SQL, is an advantage
• Minimum 2 years supporting and administering network devices and systems, including routers, firewalls, switches, or wireless access points
• Knowledge of common network services like DNS, Web Servers (IIS, Apache), FTP Servers, Email Servers, and Database Systems Administration
• Demonstrated experience with the Microsoft Windows Server 2012 or above
• Solid understanding of networking protocols TCP/IP, SMTP, FTP, SNMP, API, WinRM, Syslog, SSH, etc.
• Experience in a 24/7/365 work schedule environment
• Professional certifications are a plus: Network+, CCENT, CCNA, MCSE, etc.
• Bachelor’s degree in Computer Science or equivalent education and/or work experience with installation, service, and administration of a medium to a large multi-server environment
• Valid SolarWinds Certification (SCP) is a big advantage

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.