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!

Summary

We are seeking a dedicated Technical Advisor to join our team as the primary technical point of contact for existing SolarWinds customers. This role involves delivering premium support, driving product adoption, and ensuring a high return on investment for customers using SolarWinds products.

Responsibilities

Serve as the primary technical contact for SolarWinds customers.
Deliver Premium Support services to licensed customers or those escalated by Customer Success Management.
Provide technical assistance to internal teams supporting customers.
Utilize tools to track customer engagement and progress.
Investigate and resolve complex issues impacting customers.
Perform health check analysis for assigned customers.
Drive product adoption and maximize ROI for purchased products.
Lead demonstrations of product functionality to existing customers.
Provide solutions for functionalities not available in existing products.
Proactively identify and address issues in customer environments.
Drive high NPS, CSAT, and HS, while reducing TSR, TtR, and TTR.
Lead training sessions within your area of expertise.
Engage in training sessions on product architecture and information flows.
Champion SolarWinds products related to your expertise.
Provide updates to customers on technical support cases and progress.
Facilitate technical sessions with internal teams.
Identify and enhance existing processes to align with corporate OKRs.
Collaborate with Product, Architecture, and Engineering teams to address customer issues.
Highlight new feature requests with the product team.
Foster a positive and collaborative work culture.

Required Skills

Proficiency in PowerShell, SQL Scripting (T-SQL), ICMP, SNMP, WMI, WinRM, API.
Experience with network components: Switch, Router, Firewall.
Knowledge of C# or other object-oriented programming languages.
Excellent verbal and written communication in English.
Ability to write technical documentation per IEC/IEEE 82079-1.
Bachelor s degree or higher.
Strong critical thinking and problem-solving skills.
Proactive and continuous learner.

Desired Skills

SolarWinds Certified Professional certificates in HCO, Database, Troubleshooting, Architecture, and Design.
Two years of experience as a SolarWinds Product administrator.
Ability to read and write C# and T-SQL code.
Expertise in technologies foundational to SolarWinds products.
Experience with Atlassian, Salesforce, Gainsight, SharePoint.
Understanding of Azure, AWS, VMware, MS SQL.

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