Solutions Engineer: Applications & Troubleshooting

Solarwinds Software Asia Pte. Ltd. Philippine Branch

Manila

On-site

PHP 600,000 - 900,000

Full time

4 days ago

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Job summary

SolarWinds is seeking an Application Engineer to deliver world-class technical support and drive root-cause analysis to resolve software issues. You will collaborate with product developers, craft knowledge-base content, and assist customers through complex environments while maintaining operational efficiency.

The role emphasizes on-call readiness, cross-functional teamwork, and proactive issue de-risking to improve customer experience in future releases.

Qualifications

3–5+ years in enterprise technical support or similar customer-facing role.
Proven troubleshooting and issue resolution experience.
Experience writing Knowledge Base content.
On-call experience and clear communication with stakeholders.
Managing cases from inquiry to reproduction and bug reports.
Understanding of Active Directory and LDAP.
Understanding of Windows Server installation, config and deployment.
Understanding of SQL Server.
Knowledge of TCP/IP and protocol basics.
Understanding of HTTP/DNS/TCP/UDP/SSL/TLS/ICMP/SNMP/WMI.
General cloud concepts and major providers (AWS, Azure, Google Cloud).
Strong collaboration and communication skills.
Ability to work independently and in a team.
Interest in new technologies; experience with Salesforce and JIRA.

Responsibilities

Engineer solutions and enable support teams to resolve complex issues.
Collaborate with product developers on software bugs and fixes.
Liaise with customers to incorporate feedback into design.
Work directly with customers on complex product/environment issues and relay to developers.
Replicate, test, and create scripts or code for applications.
Perform diagnostics and debugging with results shared with the team.
Document and publish processes and articles for stakeholders.
Stay updated on SolarWinds products and related technologies.
Proactively identify bugs and root causes.
Provide training and mentorship for technical support staff.