Technical Support Representative Req ID: **

  • Cork
  • Solarwinds

Your Impact:

  • The Technical Support Rep is the front-line “trusted advisor” for SolarWinds product users, a key contributor to the 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 (SolarWinds Customer and Product Support | Success Center)
  • Share ideas to improve product features and usability, scale support, reduce incidents, increase customer satisfaction while reducing customer effort.
  • Share upcoming customer training, successfully case studies, and demonstrate the product values.
  • Share knowledge with the team and celebrate team success.

Your Experience:

  • Bachelor’s degree, diploma, or equivalent work experience
  • Professional certifications are a plus: CCNA, MCSE, VCP, AWS or Azure
  • Comfortable to the 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
  • 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