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!
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. In this role, you will handle escalated cases, troubleshoot complex technical issues, work closely with Tier 3 and engineering teams, and help customers achieve long-term success with SolarWinds products.
This is an ideal opportunity for a support professional who enjoys deep technical problem-solving, customer interaction, and cross-functional collaboration in a fast-paced environment.
What you’ll do
- Handle escalated customer support cases that require troubleshooting beyond Tier 1 support.
- Analyze complex product and environment issues across SolarWinds network, system, security, and database monitoring solutions.
- Partner with Tier 3 support and engineering teams to investigate bugs, document findings, propose workarounds, and improve product quality.
- Guide customers through configuration optimization, advanced integrations, and root cause analysis for recurring or critical issues.
- Create and maintain technical documentation, knowledge base articles, and internal troubleshooting guides.
- Educate customers on product capabilities, best practices, and architectural recommendations.
- Collaborate with Product Management, QA, Customer Success, and other internal teams to share insights that improve usability and reduce ticket volume.
- Mentor Tier 1 representatives on troubleshooting techniques, product knowledge, and escalation criteria.
- Maintain a strong focus on customer satisfaction while balancing responsiveness and resolution efficiency.
What we’re looking for
- Bachelor’s degree, diploma, or equivalent experience in Computer Science, Engineering, IT, or a related field.
- 4+ years of technical support experience, including 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, including SNMP, ARP, DHCP, DNS, and packet analysis.
- Experience with infrastructure technologies such as VMware, ServiceNow, IPAM, HPSM, F5, and Cisco hardware.
- Experience supporting server applications such as IIS and MSSQL, including log interpretation.
- Excellent communication skills, with the ability to explain technical issues clearly to both technical and non-technical audiences.
- Strong documentation skills and the ability to turn technical solutions into reusable knowledge assets.
Preferred qualifications
- Hands-on experience with SolarWinds NPM, SAM, or similar enterprise monitoring platforms such as Nagios or PRTG.
- Exposure to AWS, Azure, or Google Cloud, especially in hybrid monitoring environments.
- Certifications such as CCNA, MCSE, VCP, AWS, or Azure.
- Experience working in agile, cross-functional environments and contributing product feedback for continuous improvement.
Why join SolarWinds
At SolarWinds, Tier 2 support professionals play a key role in solving high-complexity customer issues, serving as subject matter experts, mentoring frontline teams, and helping drive better product and customer outcomes.
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
Skills Required
- Bachelor's degree, diploma, or equivalent experience in Computer Science, Engineering, IT, or related field.
- 4+ years of technical support experience, including at least 2 years in a Tier 2 or advanced troubleshooting role.
- Troubleshoot and resolve complex issues in Windows and Linux/Unix environments.
- Experience with SQL and database performance troubleshooting.
- Understanding of networking protocols and concepts: SNMP, ARP, DHCP, DNS, and packet analysis.
- Experience with infrastructure technologies such as VMware, ServiceNow, IPAM, HPSM, F5, and Cisco hardware.
- Experience supporting server applications such as IIS and MSSQL, including log interpretation.
- Excellent communication skills, able to explain technical issues to technical and non-technical audiences.
- Strong documentation skills and ability to create reusable knowledge assets.
- Hands-on experience with SolarWinds NPM, SAM, or similar enterprise monitoring platforms (Nagios, PRTG).
- Exposure to AWS, Azure, or Google Cloud, especially in hybrid monitoring environments.
- Certifications such as CCNA, MCSE, VCP, AWS, or Azure.
- Experience working in agile, cross-functional environments and contributing product feedback.
SolarWinds Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SolarWinds and has not been reviewed or approved by SolarWinds.
-
Healthcare Strength — Health coverage is described as comprehensive, with some locations covering healthcare, dental, and vision at 100% and generally well-regarded plan quality. Feedback suggests wellness resources, counseling, and fitness reimbursements further strengthen the offering.
-
Leave & Time Off Breadth — Paid time off, holidays, and a sabbatical after five years are part of the package. Feedback suggests global parental leave minimums add meaningful family support to the overall time-off mix.
-
Pay Growth & Progression — Compensation is considered solid by many, with consistent raises noted alongside base pay. Feedback suggests bonuses and structured increases contribute to a sense of ongoing pay growth.
SolarWinds Insights
What We Do
SolarWinds is a leading provider of powerful and affordable IT management software. Our products give organizations worldwide—regardless of type, size, or complexity—the power to monitor and manage their IT services, infrastructures, and applications; whether on-premises, in the cloud, or via hybrid models. We continuously engage with technology professionals—IT service and operations professionals, DevOps professionals, and managed services providers (MSPs)—to understand the challenges they face in maintaining high-performing and highly available IT infrastructures and applications. The insights we gain from them, in places like our THWACK® community, allow us to solve well-understood IT management challenges in the ways technology professionals want them solved. Our focus on the user and commitment to excellence in end-to-end hybrid IT management has established SolarWinds as a worldwide leader in solutions for network and IT service management, application performance, and managed services.
