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!
About the Role
As a Tier 2 Technical Support Engineer, you'll play a key role in helping our global customers resolve technical issues related to our network management software. You'll work closely with customers of varying technical skill levels, support teams, and product engineers to deliver timely and effective solutions. Your work will directly impact customer satisfaction and product improvement, contributing to our mission of providing exceptional user experiences.
Your Impact
- Provide technical support via phone, email, and remote sessions
- Troubleshoot and resolve issues across a variety of network environments and configurations
- Communicate complex technical concepts clearly to users of all experience levels
- Manage support tickets efficiently within service level guidelines using our CRM system
- Collaborate with Tier 1 support teams, offering mentorship and technical guidance
- Escalate issues to Advanced Support or Engineering teams following established processes
- Contribute to and maintain internal Knowledge Base articles
- Participate in team "swarms" or consultations with Engineering to drive ticket resolution
- Stay current with product features and updates to provide knowledgeable support
- Continuously look for ways to improve support processes and customer experience
Your Experience:
Must Have:
- 2+ years of experience in Network or System Administration
- Experience with installation, maintenance, and administration of multi-server environments
- Hands-on experience supporting network devices (routers, switches, firewalls, wireless APs)
- Familiarity with common network services (DNS, FTP, Web Servers, Email Servers, etc.)
- Working knowledge of Microsoft Windows Server (2012 or later)
- Strong troubleshooting skills across software and network-related issues
- Understanding of key networking protocols (TCP/IP, HTTP, SMTP, FTP, SSH, SNMP, etc.)
- Experience working in a 24/7/365 support environment
- Excellent verbal and written communication skills
Nice-to-Haves:
- Knowledge of databases, especially Microsoft SQL Server
- Professional certifications such as Network+, CCNA, MCSE, or similar
- Bachelor's degree in Computer Science, Information Technology, or equivalent experience
- Valid SolarWinds Certified Professional (SCP) certification
Why Join Us
- Collaborate with passionate teams that value continuous learning and knowledge sharing
- Contribute to solutions that support thousands of network professionals around the world
- Be part of a customer-focused culture where your input makes a real difference
We welcome candidates from all backgrounds and experiences. If you're excited by solving technical challenges and improving the customer experience, we'd love to hear from you.
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
