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Technical Support Rep, Intermediate

at SolarWinds

Posted: 7/24/2019
Job Reference #: 12682

Job Description

  • LocationUS-NC-Morrisville, NC
    Job ID
    # Positions
    Position Type
    Business Group
  • Overview

    SolarWinds creates and sells powerful and affordable software, and our products and business model are differentiators in the industry. We focus on speed to value and real time problem solving for the IT professional and other users. As a company, we believe that capable and confident people are key to driving results. As we continue to grow our footprint throughout the world, we’ve created an amazing opportunity for a motivated individual to join our team as a Technical Support Engineer for our MSP business unit.

    The Technical Support Engineer serves as the key interface between SolarWinds MSP and our customers. The primary goal is to make sure we create and maintain customer loyalty by delivering an effortless support experience when diagnosing and resolving technical issues for our products, including Remote Monitoring, Asset Tracking, Remote Connection, Patch Management, AV, Backup, Mail Security and more.

    This role is made for you if you:

    • Are highly technical, organized and have excellent communication and people skills.
    • Can use good judgment, set priorities, and handle multiple tasks simultaneously.
    • Are a highly motivated individual who thrives in a fast-paced environment.
    • Are passionate about quality but respectful of meeting established deadlines.
    • Embody the qualities of collaboration, adaptability and stakeholder focus.
    • Are comfortable in both local and global working environments.

    At the heart of our global operations is a talented and diverse team of professionals committed to making SolarWinds MSP a market leader. We are seeking dedicated, creative and driven individuals to join our team and grow professionally with us. We provide excellent benefits, competitive salaries and promise you a world of opportunities.


    • Deliver service and support to customers via phone, email, and/or chat.
    • Provide an exceptional customer experience through issue resolution.
    • Triage support issues; understand when to collaborate with team members, developers, and/or sales team and to seek additional input with the end goal of ensuring that each customer receives the most effortless support experience possible.
    • Utilize Salesforce to maintain thorough and accurate documentation of cases.
    • Maintain and continue to develop in-depth knowledge of SolarWinds MSP products and services.
    • 9:00 am to 6:00 pm shift coverage


    • Technical degree / diploma preferred, or 1-2 years qualified experience.
    • Effective listening and ability to communicate both verbally and in writing.
    • Proficient in Windows operating systems, file structure, registry, and event logs.
    • Knowledge in Exchange, SQL, Virtual Machines, Linux server is a plus.
    • Knowledge of technical support principles and practices.
    • Basic understanding of networking terms and concepts.
    • Previous experience in technical, sales support, or customer service role required.

    #LI #IN

    Not ready to apply? Connect with us for general consideration.