Staff Technical Support Engineer

At SolarWinds, we’re a people-first company.

Your Role:We are looking for an accomplished and experienced Senior Technical Support Engineer to join our Support team. As a Senior Technical Support Engineer, you will help provide excellent support to our enterprise-level customers, using your expertise in both cloud and on-prem systems/technologies and troubleshooting skills

You will report to the Regional Support Manager

If you are an experienced Senior Technical Support Engineer with a passion for cloud technologies, excel in a customer-centric environment, and enjoy solving complex problems, we encourage you to apply. Join our team and be part of our mission to provide top-notch support to our valued customers in the ever-evolving cloud industry

You Experience:-Be the senior technical focal point of customer issues raised by the 2nd level. -Own and work on assigned cases and take ownership to resolve issues raised within SLAs. -Analyze code to identify possible issues and root causes, and work with the engineering team to drive it to closure. -Debug, troubleshoot, and optimize existing systems to improve performance and reliability. -Interact with our customers while being the support liaison between the customer, Product Management, R&D, and various Business units to solve the issues at hand. -Act as the Subject Matter Expert for our products, working closely with the product developers and building knowledge of support and troubleshooting tools and methods. -Act as the escalation point for critical incidents, providing advanced troubleshooting and root cause analysis. -Analyze recurring issues and put processes and requirements for tools to better support our customers. -Mentor and educate 2nd-tier personnel in order to reduce the number of technical escalations. -This position might require you to cover a part of APAC/EMEA and the NA regions. -Collaborate with cross-functional teams, including development, QA, and DevOps, to address systemic issues and implement long-term solutions. -Maintain and improve knowledge base articles and documentation for recurring issues and solutions. -Drive automation initiatives for repetitive tasks to optimize support processes.

Your Skills-5+ years of related experience. -Experience with analyzing, troubleshooting, and providing solutions for deep and complex technical issues -Knowledge of web technologies and protocols. -Proficiency with Structured Query Language (SQL). -Ability to troubleshoot different backend systems that support our product end-to-end. -Excellent oral and written communication skills (fluent in English). -Experience with communicating with enterprise customers via calls and emails, including managing a technical bridge in critical and pressing situations. -Experience working with cross-functional teams and motivating others for cooperation and action. -Ability to act as on-call for high-severity issues. -Comfortable in an ambiguous, ever-changing environment -Self-learner with the ability and desire to constantly acquire new knowledge and learn new technologies -Self-management skills and the ability to come up with new initiatives. -Basic understanding of object-oriented languages and server-side scripting. -Experience with relevant technologies that could include the following: -SaaS\Cloud Infrastructure. -Network and Web protocols. -Web and App Servers. -Big data, analytics, and event processing technologies.

• Security and authorization principles. -Bachelor’s degree in Information Science / Information Technology / Computer Science / Engineering / Mathematics - an advantage