Remote Federal Premium Support Engineer

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

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.