Customer Success Engineer

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 Impact:

• Serve as a primary technical point of contact (Technical Advisor) for existing SolarWinds customers.
• Deliver defined Premium Support Offering service to customers with valid licensing or customers escalated by the Customer Success Management team.
• Provide technical assistance services to internal teams that serve customers.
• Utilize tools available to track engagements and plan progress for the customer over DESA model phases.
• Investigate and RC (Root Cause) highly complex issues that are affecting a larger customer base.
• Identify potential issues in logic, logging, information flow, etc.
• Perform health check analysis for the assigned customers.
• Drive product adoption and ensure the highest possible ROI (Return on Investment) for purchased products.
• Lead and showcase how-to and product functionality to existing customers.
• Provide technology paths for achieving functionality that does not exist in OOTB (Out of The Box) products.
• Proactively identify issues in the customer environment and provide guidance on addressing them.
• Drive high NPS (Net Promoter Score), CSAT (Customer Satisfaction), HS (Health Score) and low TS Escalation count, TtR (Time to Renewal), and TTR (Time To Resolution).
• Lead training sessions for the team in the technology area you are an expert in.
• Attend and embrace the training session on Product Architecture, functionality, and information flows delivered by internal teams.
• Champion the products related to technology you are an expert in.
• Provide holistically and meaningful updates to customers regarding the ongoing Technical Support cases and regarding the progression over DESA model Phases and Stages.
• Host, investigate, and coordinate technical sessions with Technical Support, Engineering, and other internal teams.
• Identify and update existing processes with the aim of aligning with our corporate OKRs
  • Act in the best interest of SolarWinds and its customers.
  • Create a positive and collaborative working culture with the extended team.
  • Work with Product, Architecture, and Engineering teams to spearhead investigations into issues that are affecting SolarWind's customer base.Work with the product team to spotlight the new features customers are requesting.

Your Experience:

Competencies (Required)

• Candidate needs to provide proof of competency in the technologies that are a base for SolarWinds products: https://swicloud.atlassian.net/wiki/spaces/CSE/pages/3946448433/New+Hire+pre-requests
• Clarity in verbal and written communication.
• Ability to write technical documentation as per IEC/IEEE 82079-1.
• A coachable and life-long learner who constantly seeks the development of technical and non-technical skills.
• Valid SolarWinds Certified Professional certificates for HCO, Database, Troubleshooting, Architecture and Design.
• Bachelor’s degree or higher.
• Critical thinking and ability to investigate issues to their root cause.

Competencies (Desired)

• Two years of experience working as a SolarWinds Product administrator.
• Ability to read and write C# code with a demonstration of skills.
• Ability to read and write T-SQL with a demonstration of skills.
• Technology experts in one or multiple areas identified as the base for SolarWinds products.
• Experience with Atlassian, Salesforce, Gainsight, SharePoint.
• Good understanding of Azure, AWS, VMware, MS SQL.

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