SaaS Support Position - International

At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions. The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic.

We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place.

Join SolarWinds and grow with us! The Support Representative is responsible for delivering technical assistance to customers using cloud-based products through chat, email, and remote sessions.

The Role

involves diagnosing and resolving issues, managing support tickets in Salesforce, and ensuring timely and effective communication with both technical and non-technical users. Key duties include coordinating with advanced support and development teams for escalations, handling product-related concerns such as bugs and enhancements, and following established escalation processes.

The Role

also requires contributing to the knowledge base by creating and updating support documentation. The ideal candidate should have strong troubleshooting skills, the ability to clearly communicate technical concepts to non-technical audiences, and experience in ticket management systems. This position reports to the Technical Support Manager and may include other related responsibilities as needed.

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. All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice

SolarWinds, founded in 1999, is a leading provider of powerful and affordable IT management software. The company's comprehensive solutions help organizations around the world monitor, manage, and secure their networks, applications, and systems with ease. SolarWinds' innovative products have set industry standards and continue to empower IT professionals to optimize performance and drive business success.