SolarWinds
Technical Support Representative
Charlotte, North Carolina
Sponsorship not specifiedDetected 7 hours ago
SQLAWSGCPAzureLinuxCustomer SuccessCustomer SupportTCP/IPDNSCiscoLoad BalancingNetwork MonitoringCommunicationCollaborationProblem SolvingMentoring
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About the role
- 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.
Responsibilities
- Handle escalated customer support cases that require troubleshooting beyond Tier 1 support.
- Partner with Tier 3 support and engineering teams to investigate bugs, document findings, propose workarounds, and improve product quality.
- Create and maintain technical documentation, knowledge base articles, and internal troubleshooting guides.
- Collaborate with Product Management, QA, Customer Success, and other internal teams to share insights that improve usability and reduce ticket volume.
- Maintain a strong focus on customer satisfaction while balancing responsiveness and resolution efficiency.
- 4+ years of technical support experience, including at least 2 years in a Tier 2 or advanced troubleshooting role.
Requirements
- Bachelor's degree, diploma, or equivalent experience in Computer Science, Engineering, IT, or a related field.
- Strong ability to troubleshoot and resolve complex issues in Windows and Linux/Unix environments.
- Experience with SQL and database performance troubleshooting.
- 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.
Nice to have
- Hands-on experience with SolarWinds NPM, SAM, or similar enterprise monitoring platforms such as Nagios or PRTG.
- 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
- SolarWinds is an Equal Employment Opportunity Employer.
Company info
- At SolarWinds, we're a people-first company.
- Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.
- Guide customers through configuration optimization, advanced integrations, and root cause analysis for recurring or critical issues.
- Educate customers on product capabilities, best practices, and architectural recommendations.
- What we're looking for
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This listing is sourced directly from SolarWinds's careers page and normalized into a canonical job model.