Federal Premium Support Specialist

Your Role:

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.

Your Impact:

• The Technical support engineer is the front-line “trusted advisor” for SolarWinds product users, a key contributor to the customer experience through resolving customer issues, educating customer product functionalities, optimizing their monitoring capabilities, and building a knowledge-based library.
• 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.
• This is a fantastic opportunity to get in at the ground level of an international powerhouse. APPLY Today to secure your chance for a new career with many advancement opportunities.

Your Experience:

• 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.
• Professional certifications are a plus: Network+, CCENT, CCNA, MCSE, etc.
• Experience with SolarWinds or other related technologies (Nagios, Prometheus, etc.) a plus.
• Solid understanding of Microsoft Windows Server OS administration and troubleshooting.