Technical Support Engineer (Chinese/Cantonese)

SG-Singapore
Job ID
2017-10073
# Positions
1
Category (Candidate Search)
Support
Position Type
Full-Time

Overview

SolarWinds’ mission has been to provide purpose-built software that is designed to make jobs easier for IT professionals, MSPs, and DevOps pros. We offer value-driven products and tools that solve a broad range of IT management challenges – whether those challenges are related to networks, servers, applications, storage, virtualization, cloud or development operations. We are committed to focusing exclusively on IT, MSP, and DevOps professionals and strive to eliminate the complexity that our customers have been forced to accept from traditional enterprise software vendors. As a result, SolarWinds is one of the world’s most award-winning, peer-recommended and continuously-licensed software products year after year.

Our customers and partners are some of the largest companies, governments and even countries in the world. On any given moment, it is likely that SolarWinds Core IT software helped monitor your datacenter, network, servers, database, on Cloud, On-Premise or Hybrid, provide a holistic health of your IT investment and receives notification when devices do not perform as expected.

 

 

The Role:

We are seeking a Mandarin/Cantonese speaking Technical Support Engineer to join our Asia Pacific technical support team in Singapore! This role will be part of the team supporting North Asia customers. If you have an application support background, experienced in providing exceptional customer and channel partners support and want an opportunity to be on the front line of a rapidly growing company. You will love working in an energetic organization, where we focus on developing talents, snacks & drinks are plentiful, work-life balance and passionate to help our customers archive greater heights.

Responsibilities

What You'll Do:
The Technical support engineer is the front-line “trusted advisor” representative for SolarWinds product users, a key contributor to customer experience through resolving customer’s issues, educating customer product functionalities, optimize their monitoring capabilities, and building a knowledge-based library.

  • Direct interaction with SolarWinds customers and channel partners helping them to identify, troubleshoot and resolve technical issues with SolarWinds suite of Network, System, Security, Database monitoring products and Tools.
  • Front-line support for all incoming customer support issues, with web or phone 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
  • Develop or update customer-facing support documentation and public-facing articles on (https://support.solarwinds.com/Success_Center) 
  • Share ideas to improve product features and usability, scale support, reduce incidents, increase customer satisfaction while reduce customer effort 
  • Share upcoming customer training, successfully case studies and demonstrate the product values 
  • Share knowledge with the team and celebrate team success

Qualifications

What You Need:

  • Bachelor degree, diploma, or equivalent work experience
  • Professional certifications are a plus: CCNA, MCSE, VCP, AWS or Azure
  • Comfortable to converse with customers in Mandarin and/or Cantonese technical conversations
  • Minimum 4 years’ experience in customer technical support or developer role 
  • Excellent Communication - both verbal and written, support is conducted via email and phone
  • Self-driven, passionate to a good listener and to be able to identify the key customer concern and resolve customer’s issue
  • Passionate to explore new IT technologies
  • Strong knowledge of all current Windows OS server and understands event loggings
  • Administrative knowledge of Linux
  • Good knowledge of networking, network protocols, security appliance and access points, such as Cisco, Riverbed, Brocade, HP, Aruba
  • Good knowledge of administering or managing server Application/Services, such as IIS, MSSQL and understanding applications logs 
  • Advantages in 
  • Deploying or Managing network monitoring systems (such as Solarwinds NPM, SAM and Nagios)
  • Good knowledge of monitoring protocol like SNMP, WMI, SMI-S, Common Information Model, Performance Counter
  • Be part of the Follow-by-the-Sun Global technical support team located across the globe, North America, Ireland, Philippines, and Singapore. This role is based in Singapore and only operates during regular work hours
  • Willing to work on weekend and public holiday on a rotational basis

Interested to find out how SolarWinds products can solve Networking and Systems IT problems in a fraction of the time?

  • Check out the SolarWinds demo site, http://oriondemo.solarwinds.com/

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