Federal Premium Support Specialist

SolarWinds; Austin (TX); On-site; USD 75,000 - 110,000; Full time

Job summary

SolarWinds is seeking a Technical Support Engineer to join our US Federal Premium Support team. This role is fully remote and supports Federal US‑Based customers, emphasizing active listening, empathy, and delivering tailored solutions to exceed customer expectations.

You will be the front-line advisor, handle technical troubleshooting via phone, email, and remote sessions, and communicate clearly with users at all levels.

Qualifications

• United States government security clearance required.
• Bachelor's degree in computer science or equivalent education or work experience.
• Knowledge of TCP/IP, SMTP, FTP, HTTP, SNMP, Syslog, SSH, etc.
• Experience with high availability system configuration, troubleshooting and performance optimization.

Responsibilities

• Serve as front-line trusted advisor for SolarWinds product users and resolve issues.
• Discuss and handle CUI in a GCC High enclave.
• Initiate and perform technical troubleshooting via phone, email, and remote sessions.
• Communicate technical information to non-technical customers and leadership.
• Manage support tickets per best practices using CRM systems.
• Contribute to the knowledge base by authoring and editing articles.

Skills

Clearance required

Strong communication

Networking concepts

Customer-focused

Education

Bachelor's degree in computer science or equivalent

Tools

SolarWinds experience

Nagios

Prometheus

Job description

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!

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.

Your Experience:

• 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.
• 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.

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