Technical Support Rep, Intermediate

  • SolarWinds
  • Ottawa, ON, Canada
  • Dec 18, 2017
Customer Service Management / Project Management Sales Product Software

Job Description


SolarWinds MSP is the world’s largest SaaS based ITSM software developer. Focused on the real-world needs of IT professionals, SolarWinds products are downloadable, easy to use and maintain, and provide the power, scale, and flexibility needed to manage today’s complex IT environments.

As the successful candidate, you will be responsible for providing world-class technical support for our global customers utilizing our award-winning network management software. Answering technical support questions via telephone, email and other channels as defined you will possess both technical credentials and a friendly consultative approach to solving customer problems.


Primary Job Responsibilities:

  • Work closely with SolarWinds MSP partners to develop and deploy monitoring and management solutions based on the partners service offerings and requirements

  • Offer design and configuration best practices to N-able partners when deploying N-central

  • Provide telephone, email and chat support to SolarWinds MSP partners and clients

  • Problem identification and resolution during deployment

  • Document partner issues and resolutions - KB Articles

  • Triage support incidents and escalate to second line as required

  • Be able to prioritize support issues while maintaining high customer satisfaction

  • Create internal documentation as required

  • Deliver product training to both N-able partners and internal technical support staff

  • Deliver product training and product demonstrations to N-able partners over WebEx sessions

  • Rotational shift for coverage from Monday-Friday 07:00 – 20:00 (EST)

  • Rotational weekend pager coverage



  • High School diploma required, technical degree preferred

  • Demonstrated proficiency with VM Ware, Hyper-V, Windows Server products, Active Directory, Windows, Linux, MacOS

  • Basic understanding of networking technologies and concepts (subnets, firewalls, ports, switches, routing and TCP/IP)

  • Familiarity with Remote Monitoring and Management platforms and the ability to come up to speed on new products quickly

  • Experience with backup, patch management, anti-virus and remote monitoring software and solutions

  • Ability to manage and maintain service level agreements

  • Work closely with other internal SolarWinds MSP teams to resolve partner issues

  • Exceptional troubleshooting skills

  • Strong written and oral communication skills

  • Ability to manage multiple shifting priorities and manage time effectively

  • Previous experience in sales support, technical or customer service role is required.

  • SQL experience an asset

  • Remote Monitoring & Management software experience an asset

  • Bilingualism considered an asset


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.

Job ID 2017-10119

# Positions 1

Category (Candidate Search) Support

Position Type Permanent

Business Group SolarWinds MSP