• DBA Technical Support Rep, Senior

    Location US-TX-Austin
    Job ID
    2018-12060
    # Positions
    1
    Category
    Support
    Position Type
    Regular
    Business Group
    SolarWinds
  • Overview

    Successful candidate will be responsible for providing world-class TECHNICAL SUPPORT for our global customers utilizing our award-winning Database Performance Analyzer (DPA) software. Candidate will be responsible for answering technical support questions via telephone, email, twitter, forums and other channels as defined. The ideal candidate will have both technical credentials and a friendly consultative approach to solving customer problems.  **PLEASE BE AWARE THIS IS A TECHNICAL SUPPORT ROLE SUPPORTING OUR DBA CLIENTS.  THIS IS AN ON-SITE ROLE BASED IN AUSTIN TEXAS, AND NOT REMOTE.  LOCAL CANDIDATES ONLY PLEASE.

    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 (primarily Database Administrator or developers, but customers will vary) 
    • Manage and work support tickets per industry best practices 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
    • Reports to the Technical Support Manager

    Qualifications

    • Bachelor’s degree in Computer Science or equivalent education and/or work experience
    • Minimum 2 years of demonstrated experience in technical software support including experience with installation/configuration of software in general
    • Familiarity with database administration (Oracle or SQL Server preferred, MySQL, a plus)
    • Knowledge of databases and appropriate OS level commands, navigation (Windows + Linux/Unix)
    • Database/query performance and tuning experience a plus
    • Experience with AWS, Azure and cloud based systems a plus
    • PowerShell scripting a plus
    • Windows Administration-Active Directory a plus
    • General technical troubleshooting experience in Windows and Unix environments
    • Calendar integrity
    • General knowledge of data centers and technologies

     

     

    SolarWinds (NYSE: SWI) provides powerful and affordable IT management software to more than 100,000 customers worldwide – from Fortune 500 enterprises to small businesses. Focused on the real-world needs of IT professionals, SolarWinds products are downloadable, easy to use and maintain, and provide the power, scale, and flexibility needed to manage today’s complex IT environments. SolarWinds’ growing online community, thwack, is a gathering-place for problem-solving, technology-sharing, and participating in product development for all of SolarWinds’ products. Individuals with your skill set are a welcome addition to our team and we hope that you will learn more today at http://www.solarwinds.com .  SolarWinds is an Equal Opportunity Employer.

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