Support & Operations Internship

SolarWinds; Cork; Remote; EUR 38,000 - 56,000; Full time

Job summary

SolarWinds in Cork, Ireland invites applications for an Application Support role within our global customer-facing team. The candidate will provide first-level technical support for SolarWinds products, acting as a bridge between customers, expert support, and internal developers to resolve issues and educate users.

We seek clear communicators with BE/BTech in progress or completed, experience in SaaS support, and solid knowledge of SQL, Windows, Linux/Unix, plus familiarity with VMware,

Qualifications

• Pursuing BE/BTech or related engineering degree.
• Experience in Application/SaaS support is a plus.
• Proficient in English (CEFR – B2 or C1).
• Strong knowledge of SQL, Windows, Linux/Unix systems.
• Familiarity with IT tools and infrastructure software.

Responsibilities

• Provide first level technical support to customers via phone and web.
• Act as liaison between customer, advanced tech support and internal development for escalated issues.
• Suggest improvements to product features and usability to reduce incidents.
• Investigate and resolve trouble tickets promptly.
• Document and publish resolutions in a knowledge base.
• Comply with SolarWinds policies and guidelines.
• Collaborate with other departments and external customers.
• Maintain high CSAT and customer satisfaction.

Skills

English proficiency

SQL knowledge

Windows OS

Linux/Unix

Networking basics

Cloud fundamentals

Education

BE/BTech in Engineering

Tools

VMware

ServiceNow

IPAM

HPSM

Cisco

F5

Job description

At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.

The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us!

Your Role:

This role is a part of the team supporting global customers using SolarWinds products. Candidate should have application support background, experience in providing exceptional customer and channel partner’s support.

Your Impact:

• Provide first level technical support to customers via phone Call & Web 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
• Share ideas to improve product features and usability, scale support, reduce incidents, increase customer satisfaction while reducing customer effort
• Receive, investigate and resolve trouble tickets in a timely manner
• Document and publish issues/resolutions in a knowledge transfer database
• Understand and comply with all SolarWinds policies and guidelines
• Work closely with other departments within SolarWinds and/or external customer
• Exhibit behaviors that focus on Quality, Customers and Positive Values
• Manage and maintain high level of CSAT (customer satisfaction scores)

Your Experience:

• Educational Qualification: Currently pursuing a Bachelor of Engineering (BE) or Bachelor of Technology (BTech) degree.
• Experience: Some exposure to Application/SaaS Support is a plus.
• Effective Communication: Proficient in both written and verbal communication in English (CEFR – B2 or C1 Equivalent).
• Technical Proficiency: Strong understanding of SQL, Windows, Windows Network Services, Linux & Unix systems.
• Familiarity with IT Tools: Solid knowledge in System, Security, Cloud Computing, Database monitoring products and Tools.
• Infrastructure Software: Familiarity with other infrastructure-related software such as VMware, ServiceNow, IPAM, HPSM, CISCO & F5.
• Cloud Services: Basic understanding of Hyper-Scaler services like Google Cloud, AWS, and Azure.
• Networking Basics: Fundamental grasp of networking concepts including the OSI model, DHCP, DNS, ARP, and packet flow.
• Certifications (Preferred, not required): Possession of CCNA, MCSE, VCP, AWS, or Azure certifications would be advantageous.

SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.