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. APPLY Today to secure your chance for a new career with many advancement opportunities.
Your Experience:
- United States citizenship required.
- 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.
- Troubleshooting experience (PC hardware/software, browsers, etc.)
- 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
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 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 for technical and non-technical audiences
- Strong documentation skills and ability to create reusable knowledge assets
- Hands-on experience with SolarWinds NPM, SAM, or similar monitoring platforms (Nagios, PRTG)
- Exposure to AWS, Azure, or Google Cloud, especially 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.
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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.
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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.
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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.
