Technical Support Rep, Intermediate
Solar Winds
Ottawa, Ontario
3d ago


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

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

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

Qualifications :

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


Location CA-ON-Ottawa

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.

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