Support & Operations Internship

Your Role:

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. 

Your Impact:  

• 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)  

 Your Experience:  

• 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.