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!
Summary: The Technical Support Representative - Tier 2 is a crucial member of our service team, serving as a front-line "trusted advisor" for SolarWinds product users. This role is designed to enhance the customer experience by resolving technical issues, educating users on product functionalities, and contributing to a knowledge-based library. Ideal candidates thrive in an innovative, fast-paced environment and are committed to teamwork and personal growth.
Responsibilities:
- Provide direct interaction and support for SolarWinds customers and channel partners, identifying, troubleshooting, and resolving technical issues.
- Serve as the first point of contact for all customer support inquiries via web or phone support.
- Act as a liaison between customers, advanced technical support, and internal development teams for escalated product-related issues.
- Develop or update customer-facing support documentation and public articles on the SolarWinds Customer and Product Support Success Center.
- Contribute ideas to improve product features, scalability, and customer satisfaction while reducing incident frequency.
- Share upcoming customer training, successful case studies, and demonstrate product value.
- Collaborate and share knowledge with team members, celebrating team successes.
Required Skills:
- Bachelor’s degree, diploma, or equivalent work experience.
- Professional certifications such as CCNA, MCSE, VCP, AWS, or Azure are a plus.
- Comfortable engaging in technical conversations with customers.
- Minimum of 4 years of experience in customer technical support or a developer role.
- Excellent verbal and written communication skills, with support conducted via email and phone.
- Self-driven with a passion for listening to and resolving customer concerns.
- Enthusiastic about exploring new IT technologies.
- Strong knowledge of the current Windows OS server and event logging.
- Administrative knowledge of Linux.
- Good understanding of networking, network protocols, security appliances, and access points (e.g., Cisco, Riverbed, Brocade, HP, Aruba).
- Experience in administering or managing server applications/services such as IIS, MSSQL, and understanding application logs.
- Experience in deploying or managing network monitoring systems like SolarWinds NPM, SAM, and Nagios is advantageous.
- Proficient in monitoring protocols such as SNMP, WMI, SMI-S, Common Information Model, and Performance Counter.
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
Read Full Description