Support & Operations Internship

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. Solar...

This role is a part of the team supporting global customers using SolarWinds products. Candidate should have application support background, experience in providing exceptional customer and channel partner’s support.

Provide first level technical support to customers via phone Call & Web 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 
Share ideas to improve product features and usability, scale support, reduce incidents, increase customer satisfaction while reducing customer effort 
Receive, investigate and resolve trouble tickets in a timely manner 
Document and publish issues/resolutions in a knowledge transfer database  
Understand and comply with all SolarWinds policies and guidelines  
Work closely with other departments within SolarWinds and/or external customer  
Exhibit behaviors that focus on Quality, Customers and Positive Values    
Manage and maintain high level of CSAT (customer satisfaction scores)  

Educational Qualification: Currently pursuing a Bachelor of Engineering (BE) or Bachelor of Technology (BTech) degree. 
Experience: Some exposure to Application/SaaS Support is a plus. 
Effective Communication: Proficient in both written and verbal communication in English (CEFR – B2 or C1 Equivalent). 
Technical Proficiency: Strong understanding of SQL, Windows, Windows Network Services, Linux & Unix systems. 
Familiarity with IT Tools: Solid knowledge in System, Security, Cloud Computing, Database monitoring products and Tools. 
Infrastructure Software: Familiarity with other infrastructure-related software such as VMware, ServiceNow, IPAM, HPSM, CISCO & F5. 
Cloud Services: Basic understanding of Hyper-Scaler services like Google Cloud, AWS, and Azure. 
Networking Basics: Fundamental grasp of networking concepts including the OSI model, DHCP, DNS, ARP, and packet flow. 
Certifications (Preferred, not required): Possession of CCNA, MCSE, VCP, AWS, or Azure certifications would be advantageous. 
SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment