Customer Success Engineer

Location IE-Cork | PL-Krakow
Job ID
2018-10394
# Positions
1
Category (Candidate Search)
Support
Position Type
Permanent
Business Group
SolarWinds Cloud

Overview

SolarWinds Cloud, a business unit of Solarwinds, provides SaaS services that solve a large variety of monitoring problems. The product portfolio includes AppOptics, an Application Performance Monitoring (APM) and Host Infrastructure monitoring solution, Papertrail, a log management solution, and Pingdom, a Digital Experience Monitoring solution.

 

Our customers are primarily developers and operations engineers that predominantly work in Software as a Service (SaaS) companies. In this role you are a customer advocate. You are equally passionate about making a user successful as you are about the product. Your goal is to educate a user on how to use the app correctly, to support a customer when things go wrong, and to ensure they are happy at all times.

 

Responsibilities

Support:

  • Handle support tickets via live chat and email. You should be able to understand and reproduce a customers issue. That could require abilities such as spinning up EC2 instances, installing software, configuring collection agents and configuring our app to do what the customer wants it to do. 

Educate:

  • Continuously improve our documentation, not only when new features are released but also when customers give us ideas on how to improve our documentation. Figure out new ways to help users help themselves (videos, online communities, etc.)

Retain:

  • Track metrics and analyze data that predict churn and develop processes to avoid it.
  • Hold regular business reviews with customers (face to face or via video conference) to understand the customers state of mind with regards to our service, their needs and requests. 

Collaborate:

  • Work closely with engineering to learn about new features and to communicate what we learn from customers.

Qualifications

  • Experience as either a developer or in an operations role
  • Degree qualified
  • Exceptional communications skills (written and verbal) to effectively communicate with technical audiences at all skill levels
  • Detail oriented, able to multi-task, troubleshoot, and demonstrated problem solving skills
  • Strong understanding of software development life cycles, tools and best practices
  • Strong understanding of the DevOps philosophy
  • Self motivated; able to organize and prioritize tasks independently and autonomously

Preferences:

  • Experience with AWS (Amazon Web Services)
  • Experience developing in Python, Ruby, or other languages
  • Experience writing scripts for automation (shell, python, ruby, etc.)
  • Familiar with agile processes, lean startup methodologies
  • Familiar with concepts of ephemeral infrastructure, serverless computing, SOA

 

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