Remote Federal Premium Support Engineer

SolarWinds; Florida City (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

SolarWinds seeks a Technical Support Engineer for its US Federal Premium Support team. This fully remote role serves Federal US-Based customers, requiring careful listening, empathy, and goal-oriented problem solving to exceed expectations.

The candidate will handle diverse incidents, document issues, and collaborate with advanced teams while maintaining SCP certifications and customer trust in a fast-paced environment.

Qualifications

• Bachelor’s degree in computer science or equivalent
• Ability to obtain and maintain a United States government security clearance
• Knowledge of DNS, web servers (IIS, Apache), FTP servers, email servers, and DB administration
• Experience in high availability system configuration, troubleshooting, and performance optimization
• Strong verbal and written communication with administrators, end-users, and leadership
• Networking protocols TCP/IP, SMTP, FTP, HTTP, SNMP, Syslog, SSH

Responsibilities

• Act as front-line trusted advisor for SolarWinds product users and resolve issues
• Troubleshoot with customers via phone, email, and remote sessions
• Coordinate with Advanced Support Teams and escalate per guidelines
• Communicate technical information to non-technical customers
• Contribute to the knowledge base by authoring/editing articles
• Maintain lab systems to reproduce customer issues

Skills

Technical support

Customer service

Communication

Security clearance

Networking basics

Education

Bachelor’s degree in computer science

Tools

SolarWinds

Nagios

Prometheus

Windows Server

Job description

SolarWinds seeks a Technical Support Engineer for its US Federal Premium Support team. This fully remote role serves Federal US-Based customers, requiring careful listening, empathy, and goal-oriented problem solving to exceed expectations.

The candidate will handle diverse incidents, document issues, and collaborate with advanced teams while maintaining SCP certifications and customer trust in a fast-paced environment.