Applications Engineer - OSH
SolarWinds7 hours ago
Manila, PhilippinesMid Level / Senior
Responsibilities
- Engineer solutions that enable support teams to resolve highly complex technical issues.
- Collaborate with product developers and support teams on software bugs, regressions, and resolutions.
- Work directly with customers on complex product and environment issues and relay findings to product developers.
- Replicate, test, and create scripts or code for applications.
- Perform diagnostic tests and debugging procedures and identify root causes of bugs.
- Manage cases from customer inquiry through triage, reproduction, bug reporting, resolution, and follow-up.
- Document and publish processes, procedures, and solution articles for internal and external stakeholders.
- Provide training and mentorship to technical support representatives.
- Remain current on application engineering advancements and technologies relevant to SolarWinds products.
Requirements
- 3–5+ years of experience in enterprise technical support or a similar customer-facing IT role.
- Extensive experience troubleshooting and resolving technical issues.
- Experience writing internal and external support content and knowledge base articles.
- Experience with on-call support, complex escalations, and clear stakeholder communication.
- Intermediate understanding of Microsoft Active Directory, LDAP, Windows Server, SQL Server, TCP/IP, HTTP, DNS, TCP, UDP, SSL/TLS, ICMP, SNMP, and WMI.
- General understanding of cloud concepts and AWS, Azure, and Google Cloud.
- Experience with Salesforce and JIRA.
- Preferred: 5+ years of enterprise technical support experience and experience with large enterprise customers.
- Preferred: Understanding of C++, .NET concepts, advanced SQL, and experience with SolarWinds Orion, GitHub, and technical certifications.
About SolarWinds
SolarWinds builds IT operations and observability software used by IT departments and MSPs to monitor networks, servers, databases, applications, logs, and help desks. It sells subscriptions and licenses for on-premises and SaaS products such as SolarWinds Observability and the Orion Platform; founded in 1999 and headquartered in Austin, Texas, the company is publicly traded on the NYSE under the ticker SWI.