Technical Support Representative

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:

Responsibilities:

• Provide first-level technical support to customers via phone, chat, and web support.
• Serve as a liaison between customers, advanced technical support, and internal development for escalated product-related issues.
• Share ideas to improve product features, usability, reduce incidents, and increase customer satisfaction.
• Receive, investigate, and resolve trouble tickets in a timely manner.
• Document and publish issues/resolutions in a knowledge transfer database.
• Understand and comply with all SolarWinds policies and guidelines.
• Collaborate closely with other departments within SolarWinds and external customers.
• Exhibit behaviors focused on quality, customer service, and positive values.
• Manage and maintain high levels of customer satisfaction scores (CSAT).

Required Skills:

• Excellent communication skills, both written and verbal, in English.
• Experience in an Enterprise TAC background (e.g., Aruba, Juniper, Palo Alto, Cisco, Check Point).
• Good understanding of networking concepts such as OSI model, DHCP, DNS, ARP, TCP/IP, UDP, IPSec VPN, and SSL.
• Strong theoretical and troubleshooting knowledge of SNMP and WMI protocols.
• Ability to read logs via Wireshark.
• Willingness to learn new technologies such as MS SQL, Windows Servers, Windows Services, Security, Cloud Computing, and database monitoring products and tools.
• Good to have CCNA/CCNP R&S certifications.

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