Applications Engineer - OSH

SolarWinds; Taguig; On-site; PHP 781,000 - 1,228,000; Full time

Job summary

SolarWinds is seeking an Application Engineer to deliver world-class technical support and drive root-cause analysis across complex issues. You will collaborate with product developers, reproduce and validate bugs, and ensure customer satisfaction through proactive resolution and clear communication.

Ideal candidates have 3-5+ years in enterprise IT support, strong troubleshooting skills, and experience with Salesforce/Jira.

Qualifications

• 3-5+ years in enterprise technical support or a similar customer-facing IT role.
• Experience troubleshooting and resolving technical issues.
• Experience writing knowledge base articles for internal/external use.
• On-call experience and ability to communicate clearly during complex situations.
• Experience managing cases through the full support lifecycle, including triage and reproduction.
• Understanding of Microsoft Active Directory and LDAP.
• Understanding of Windows Server (installation/config/deployment).
• Understanding of SQL Server.
• Understanding of TCP/IP and protocol workflows.
• General cloud concepts with AWS/Azure/Google Cloud familiarity.
• Excellent collaboration and communication skills.
• Ability to work independently and as part of a team.
• Experience with Salesforce and Jira.

Responsibilities

• Engineer solutions and enable support teams to resolve highly complex technical issues.
• Collaborate with product developers on bugs and engineering changes.
• Liaise with customers and incorporate user needs into application design.
• Work directly with customers on complex product issues and relay to developers.
• Replicate, test, and create scripts or code for applications.
• Perform diagnostic tests and debugging procedures and share results with developers.
• Document and publish processes and solutions for stakeholders/customers.
• Keep up with advancements in application engineering and SolarWinds products.
• Provide training and mentorship for technical support staff.

Skills

Troubleshooting

Customer support

Knowledge base

On-call

Case management

Active Directory

Windows Server

SQL Server

TCP/IP

Cloud concepts

Salesforce

JIRA

Communication

Collaboration

Independent work

Tools

Salesforce

JIRA

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!

The Application Engineer's mission is to provide world-class support through technical excellence, to provide root cause analysis to identify software bugs/regression and drive to resolution through validation to meet customer satisfaction. When issues are identified, the Application Engineer will collaborate with internal and external stakeholders to proactively de-risk escalations to reduce operational costs and improve the efficiency of root cause analysis to drive quicker time-to-resolution and improved customer and product experience in future product releases.

The daily goal is driving and improving the resolution of issues with every interaction.

Responsibilities:

• Engineer solutions and enable the support teams to resolve highly complex technical issues.
• Collaborate with the product developers on software bugs with engineering and support.
• Liaising with customers and incorporating user-defined needs and feedback into application design.
• Directly working with customers in highly complex product and environment issues and relaying the information to the product developers for maintenance or update.
• Replicate, test, and create scripts and/or code for the applications.
• Perform diagnostic tests and debugging procedures and collaborate results and ideas with the product developers.
• Document and publish processes, procedures, and solution articles for internal and external stakeholders/customers.
• Keep up with advancements in application engineering and new technologies in relation to SolarWinds products.
• Proactively identify bugs and identify their root cause
• Provide training and mentorship for technical support representatives of all skill levels

Required Qualifications

• 3 - 5+ years of working experience in enterprise technical support or similar customer-facing role in the IT industry
• Extensive experience in troubleshooting and resolving technical issues
• Experienced in writing support content for internal and external consumption (Knowledge Base Articles)
• Experienced being on-call and can jump into a complex situation and make sense of and communicate clearly to external and internal stakeholders what's going on.
• Experienced in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports to collaborate with the development team to drive resolution, and case resolution
• Intermediate understanding of Microsoft Active Directory and LDAP is required
• Intermediate understanding of Windows Server is required (installation, configuration, and deployment) is required
• Intermediate understanding of SQL Server is required
• Intermediate understanding of TCP/IP stack and practical knowledge of protocol workflow
• Intermediate understanding of HTTP, DNS, TCP, UDP, SSL/TLS, ICMP, SNMP and WMI
• General understanding of cloud concepts and large cloud service providers (AWS, Azure, Google Cloud)
• Excellent collaboration and communication skills
• Ability to work independently and as a part of a team
• Love to explore new technologies and figuring out difficult problems
• Experience with Salesforce and JIRA

Preferred Qualifications

• 5+ years of working experience in enterprise technical support or similar customer-facing role in the IT industry is preferred
• Experience working with large enterprise customers (Fortune 500 companies) with complex environments is preferred
• Understanding of C++ and other coding languages (Review stack traces, memory dumps, etc) is preferred
• Experience with SolarWinds Orion and related products
• SolarWinds Product Certifications
• Industry-recognized technical certifications
• Experience with Github
• Understanding of .NET concepts
• Experience with Advanced SQL concepts

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.

All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice