Technical Support Representative

SolarWinds
SolarWinds
( Engineering & Technical (Non-Software) )
asiaremotejobs.com  Remote (Asia | APAC Time Zone Permitted)

Job Type : Full-Time
Experience : 3 to 5 years
Education : Bachelor Degree

Job Detail

Overview

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!

As the successful candidate you will be responsible for providing world-class technical support for our global customers utilizing our award-winning network management software. Answering technical support questions via telephone, email and other channels as defined you will possess both technical credentials and a friendly consultative approach to solving customer problems.

Responsibilities

  • 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 (Database Administrators, Network Administrators, System Administrators, CIO, etc..)
  • Manage and work support tickets per industry best practices and 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)
  • Maintain working lab systems to facilitate reproduction of customer issues
  • Other related duties as appropriate and required
  • Ability to multi-task
  • Reports to the Technical Support Manager

Qualifications

  • Advanced Troubleshooting experience and skills,
  • Web Frontend (Apache, Java)
  • Backend database environments (SQL Server/Oracle/MySQL)
  • Log analysis
  • Familiarity with computer hardware including the ability to carry on an intelligible conversation concerning server and storage hardware, virtual environments (VMWare/Hyper-V)
  • Knowledge in one or more of the following RDBS systems:
  • SQL Server
  • Oracle
  • DB2
  • Sybase
  • MySQL
  • PostgreSQL
  • Detailed knowledge and demonstrated experience on the following:
  • Microsoft Windows platform
  • WMI, Group Policy, Active Directory, TLS/SSL
  • Linux
  • Basic commands and navigation
  • Solid understanding on the following:
  • Security Compliance Standards
  • Common network services like DNS, Web Servers (IIS, Apache), FTP Servers, Email Servers, LDAP.
  • Networking protocols TCP/IP, UDP, SMTP, FTP, HTTP, SNMP, Syslog, SSH etc.
  • Virtual appliance hosted on Hyper-V, VMWare, AWS or Azure
  • Experience in a 24/7/365 work schedule environment
  • Helpful Skills
  • Past Database Administration experience
  • Familiarity with ETL development process, API’s and REST connections
  • Knowledge of how to navigate SSMS
  • Familiarity SQL Server 2012+ Always-On technologies
  • Knowledge of Java, C#, ASP.NET, JavaScript, JQuery, ASP.NET MVC, Scripting using Perl, Bash & Powershell
  • CCNA, Microsoft Certifications, SolarWinds Certified Professional (SCP)
  • Experience in working with SolarWinds Products is an advantage
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