Applications Engineer: Customer-Focused Tech Troubleshooter

SolarWinds; Manila; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

SolarWinds is seeking an Application Engineer to provide world-class support, perform root-cause analysis, and drive timely resolutions for customers. The role involves collaborating with product teams to address complex bugs, ensuring customer satisfaction, and continually learning about SolarWinds products.

You will interact with customers directly, document solutions, and mentor junior staff while maintaining high standards of operational efficiency and technical excellence.

Qualifications

• 3–5+ years in enterprise technical support or similar customer-facing IT role.
• Proficient in troubleshooting and issue resolution.
• Experience writing Knowledge Base articles.
• On-call experience and ability to communicate clearly with stakeholders.
• Experience managing cases end-to-end in the support lifecycle.
• Understanding of Active Directory/LDAP, Windows Server, and SQL Server.
• Knowledge of TCP/IP, HTTP, DNS, SSL/TLS, and cloud concepts.
• Excellent collaboration and communication; able to work independently.

Responsibilities

• Engineer solutions and enable the support teams to resolve highly complex technical issues.
• Collaborate with product developers on software bugs with engineering and support.
• Liaise with customers and incorporate user needs into application design.
• Work directly with customers on complex product/environment issues and relay information to developers.
• Replicate, test, and create scripts and/or code for the applications.
• Perform diagnostic tests and debugging and share results with developers.
• Document and publish processes, procedures, and solution articles for stakeholders.
• Stay updated on advancements in application engineering and SolarWinds products.
• Proactively identify bugs and root causes.
• Provide training and mentorship for technical support representatives.

Skills

Troubleshooting

Customer support

Knowledge base writing

Communication

Team collaboration

Independent work

Tools

Salesforce

JIRA

GitHub

Windows Server

SQL Server

Job description

SolarWinds is seeking an Application Engineer to provide world-class support, perform root-cause analysis, and drive timely resolutions for customers. The role involves collaborating with product teams to address complex bugs, ensuring customer satisfaction, and continually learning about SolarWinds products.

You will interact with customers directly, document solutions, and mentor junior staff while maintaining high standards of operational efficiency and technical excellence.