• Customer Support Engineer - Cloud

    Location IE-Cork
    Job ID
    # Positions
    Category (Candidate Search)
    Position Type
    Business Group
    SolarWinds Cloud
  • Overview

    We’re part of SolarWinds Cloud, which includes Papertrail, AppOptics, Pingdom, and Loggly. Papertrail provides hosted log aggregation and management, including real-time tail, search, and alerts on application and platform logs. Adding log management to an application provides truly realtime app visibility, faster troubleshooting, and elegant alerting. Papertrail is accessible via Web browser, command-line client, and HTTP API.

    We work with tens of thousands of ops-savvy developers, systems engineers, and entrepreneurs at companies like GitHub, Heroku, Instacart, Adobe, and DNSimple. It is the technical support engineer’s mission to help customers make the most of Papertrail.


    What would you do? 

    • Work 100% online (email and text chat, no phones)
    • Help customers setup and use Papertrail’s service using email and text chat (e.g. syslog, Web framework logging, troubleshooting, firewall rules, plus non-technical, etc.)
    • While a strong working knowledge of Linux is required, Googling to satisfy your own curiosity is a lot more valuable (and hopefully, fun).


    What do we expect you to know/have?


    • Working Linux knowledge. You’ve compiled a binary, installed packages, and understand TCP/IP concepts. Experience with tools like tcpdump or strace will help, though it isn’t required.
    • This job involves helping people in forums and text chat, so a written voice goes a long way. Good English is critical.
    • Some experience in a scripting or programming language, ideally in one or more of Ruby, Python, Go, Java, or C.


    Why is this unusually awesome?


    • Although we are a distributed team, we work closely together with Slack as our communications hub.
    • You’ll be part of a great team. Debating product decisions is a lot more fun because we’re all target users. 100% of the team uses SolarWinds cloud monitoring tools and most of us have sent a GitHub pull request.
    • Although answering questions is the must-have, you’re welcome to write docs, improve our open-source apps, or grow into coding on the core service. We operate in 3 thriving fields: cloud computing, software as a service, and dev/ops, and the tools we use are in demand: Ruby, Java/Scala, and current open-source libraries.

    #LI-96256841_ELM1 #IN

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