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About the Role

SolarWinds is hiring a Tier 2 Technical Support Representative to provide advanced technical support for customers using our monitoring and infrastructure software. This role involves handling escalated cases, troubleshooting complex technical issues, collaborating with Tier 3 and engineering teams, and ensuring customer success with SolarWinds products. It's an ideal opportunity for a support professional who enjoys deep technical problem-solving, customer interaction, and cross-functional collaboration in a fast-paced environment.

Responsibilities

Handle escalated customer support cases requiring troubleshooting beyond Tier 1.
Analyze complex product and environment issues across SolarWinds monitoring solutions.
Partner with Tier 3 support and engineering to investigate bugs and improve product quality.
Guide customers through configuration optimization, advanced integrations, and root cause analysis.
Create and maintain technical documentation and knowledge base articles.
Educate customers on product capabilities and best practices.
Collaborate with internal teams to share insights and improve usability.
Mentor Tier 1 representatives on troubleshooting techniques and product knowledge.
Maintain a strong focus on customer satisfaction while balancing responsiveness and resolution efficiency.

Requirements

Bachelor’s degree, diploma, or equivalent experience in Computer Science, Engineering, IT, or a related field.
4+ years of technical support experience, with at least 2 years in a Tier 2 or advanced troubleshooting role.
Strong ability to troubleshoot and resolve complex issues in Windows and Linux/Unix environments.
Experience with SQL and database performance troubleshooting.
Solid understanding of networking protocols and concepts (SNMP, ARP, DHCP, DNS, packet analysis).
Experience with infrastructure technologies (VMware, ServiceNow, IPAM, HPSM, F5, Cisco hardware).
Experience supporting server applications (IIS, MSSQL), including log interpretation.
Excellent communication skills, able to explain technical issues to diverse audiences.
Strong documentation skills to create reusable knowledge assets.

Skills

Troubleshooting
Technical Support
SQL
Database Performance
Networking Protocols
SNMP
ARP
DHCP
DNS
Packet Analysis
VMware
ServiceNow
IPAM
HPSM
F5
Cisco Hardware
IIS
MSSQL
Log Interpretation
Communication
Documentation
SolarWinds NPM
SolarWinds SAM
Nagios
PRTG
AWS
Azure
Google Cloud
CCNA
MCSE
VCP

Location

Remote

Work Type

Full-time

Experience Level

4+ years of technical support experience
2+ years in a Tier 2 or advanced troubleshooting role

Education Level

Bachelor’s degree, diploma, or equivalent experience in Computer Science, Engineering, IT, or a related field.

About the Company

SolarWinds is a people-first company focused on enriching the lives of its employees, customers, shareholders, partners, and communities.
Our mission is to help customers accelerate business transformation with simple, powerful, and secure solutions.
We foster an innovative, fast-paced, collaborative, and accountable environment.
We hire based on attitude, competency, and commitment.
Solarians are ready to advance world-class solutions and lead with purpose.

Equal Opportunity

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.