Federal Premium Support Specialist

SolarWinds

15h • Remote

About The Position

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!

We are seeking a Technical Support Engineer to join our US Federal Premium Support team! This role is fully remote and will be part of the team supporting Federal US-Based customers. Team members are encouraged to take the time to provide customers with their full attention by carefully listening to and observing their needs. Demonstrate that they care by consistently being friendly and approachable. Exhibiting consideration for their time by listening emphatically, asking questions, and recommending solutions based on their described needs and objectives. All to ensure customer expectations are exceeded.

Requirements

• United States citizenship required.
• Ability to obtain and maintain a United States government security clearance is required.
• Bachelor’s degree in computer science or equivalent education and/or work experience
• Knowledge of common network services like DNS, Web Servers (IIS, Apache), FTP Servers, Email Servers, and Database Systems Administration
• Experience in high availability system configuration, troubleshooting, and performance optimization.
• Strong verbal and written communication skills with experience detailing technical solutions to administrators, end-users, and leadership.
• Troubleshooting experience (PC hardware/software, browsers, etc.)
• Understanding of networking protocols TCP/IP, SMTP, FTP, HTTP, SNMP, Syslog, SSH, etc.
• Solid understanding of Microsoft Windows Server OS administration and troubleshooting.

Nice To Haves

• Professional certifications are a plus: Network+, CCENT, CCNA, MCSE, etc.
• Experience with SolarWinds or other related technologies (Nagios, Prometheus, etc.) a plus.

Responsibilities

• Effectively demonstrate the ability to discuss and handle CUI in a GCC High enclave.
• Responding to and/or initiating technical troubleshooting sessions with customers – via phone, email, and remote sessions.
• Interacting with customers at all levels, with demonstrated ability to communicate with the very basic user to the technically advanced (Network Administrators, System Administrators).
• Managing and working support tickets per industry best practices utilizing existing CRM systems.
• Effectively communicating technical information to non-technical customers.
• Coordinating the resolution of technical issues with Advanced Support Teams and escalating issues per pre-established guidelines.
• Contributing to our Knowledgebase (author and edit knowledge base articles).
• Maintaining working lab systems to facilitate reproduction of customer issues.
• Obtain and maintain SolarWinds Certified Professional (SCP) certifications.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level