Technical Support Representative

Overview

At Solar Winds, we’re a people-first company dedicated to enriching the lives of employees, customers, partners, and communities. Join us to help customers accelerate business transformation with simple, powerful, secure solutions.

The ideal candidate thrives in an innovative, fast‑paced environment, is collaborative, accountable, ready, and empathetic. We hire based on attitude, competency, and commitment, and Solarians advance world‑class solutions with purpose.

• Front‑line “trusted advisor” for Solar Winds product users, resolving issues, educating customers on product functionalities, and building a knowledge‑based library.
• Direct interaction with customers and channel partners to identify, troubleshoot, and resolve technical issues across Solar Winds suite of Network, System, Security, and Database monitoring products and tools.
• Serve as liaison between customers, advanced technical support, and internal development for escalated product‑related issues, including enhancements, bug resolution, and product education.
• Develop or update customer‑facing support documentation and public‑facing articles on the Solar Winds Support Success Center.
• Share ideas to improve product features, scale support, reduce incidents, increase customer satisfaction, and reduce customer effort.
• Share upcoming customer training, successful case studies, and demonstrate product values.
• Share knowledge with the team and celebrate team success.

• Bachelor’s degree, diploma, or equivalent work experience.
• Professional certifications are a plus: SQL Server, Oracle, AWS, or Azure.
• Comfortable with technical conversations with customers.
• Minimum 4 years of experience in customer technical support or a developer role.
• Excellent communication – both verbal and written; support is conducted via email and phone.
• Self‑driven, passionate, good listener, and able to identify key customer concerns and resolve issues.
• Passionate about exploring new IT technologies.
• Strong knowledge of all current Windows OS servers and understanding of event loggings.
• Administrative knowledge of Linux.
• Good knowledge of networking, network protocols, security appliance, and access points such as Cisco, Riverbed, Brocade, HP, and Aruba.
• Good knowledge of administering or managing server applications/services such as IIS and MSSQL and understanding application logs.
• Advantages in deploying or managing database monitoring systems such as Solar Winds SQL Sentry or DPA.
• Good knowledge of monitoring protocols like SNMP, WMI, SMI‑S, Common Information Model, and Performance Counter.

Solar Winds is an Equal Employment Opportunity Employer. Solar Winds 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.