itom Technical Support (apac shift)SolarWinds

Overview
We are seeking a Technical Support Engineer to join our APAC technical support team in Manila! This role will be part of the team supporting global customers. If you have an application support background, experience in providing exceptional customer and channel partners support, and want an opportunity to be on the front line of a rapidly growing company. You will love working in an energetic organization, where we focus on developing talents and passion to help our customers archive greater heights.
Responsibilities
The Technical support engineer 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 (https://support.solarwinds.com/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
Qualifications
Minimum 4 years' experience in software technical support or developer role
Strong knowledge in
all current Windows OS server and understands event loggings
administering or managing server Application/Services, such as IIS, MSSQL and understanding applications logs
networking, network protocols, security appliance and access points, such as Cisco, Riverbed, Brocade, HP, Aruba
Administrative knowledge of Linux
Comfortable in technical conversation with customers
Advantages in
Deploying or Managing network monitoring systems (such as Solarwinds NPM, SAM and Nagios)
Monitoring protocol like SNMP, WMI, SMI-S, Common Information Model, Performance Counter
Bachelor's degree, diploma, or equivalent work experience
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
Willing to work on weekend and public holiday on a rotational basis
Professional certifications are a plus: CCNA, MCSE, VCP, AWS or Azure
Interested to find out how SolarWinds products can solve Networking and Systems IT problems in a fraction of the time? Check out the SolarWinds demo site,
Be part of the Follow-by-the-Sun Global technical support team located across the globe. This role is based in BGC, Manila and operates during regular APAC work hours
SolarWinds

Fort Bonifacio, Makati City, Metro Manila
Permanent
Full-time