• Applications Engineer, Associate

    Location US-NC-Morrisville, NC
    Job ID
    2018-11727
    # Positions
    1
    Category
    Support
    Position Type
    Regular
    Business Group
    SolarWinds MSP
  • Overview

    SolarWinds MSP is seeking an Applications Engineer to join our Technical Support team to diagnose and resolve technical issues involving SolarWinds MSP Backup and Recovery product. The Applications Engineer is the main bridge between the engineering team and our customers with the primary goal of making sure overall quality and customer satisfaction goals are exceeded.


    This position requires someone who is technical, organised, has excellent communication and people skills and follow-through, can use good judgement, set priorities, and possesses strong analytical and troubleshooting skills.

    Responsibilities

    • Provide technical support responding to customer issues, helping with deployment of the solution on customer's environment
    • Work on escalations and critical incidents collaborating with frontline support, development, QA and sales teams to obtain the best possible outcome of the issue for the customer and the organisation
    • Investigate and report problems found on production environment, work closely with QA and development teams to improve the product and to ensure it continues to satisfy customer needs
    • Contribute to the development and sharing of knowledge
    • Maintain thorough and accurate documentation of cases
    • Work rotating schedule including morning, evening and possibly night shifts

    Qualifications

    • Technical degree/diploma preferred, or qualified by experience
    • Previous experience in technical role (System administrator, DevOps) preferred
    • Strong analytical skill
    • Effective listening, and ability to communicate professionally both verbally and written in English (intermediate level and higher)
    • Understanding of networking terms, concepts and protocols
    • Coding skills is a plus

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