SolarWinds · 3 hours ago
Technical Support Representative - USA
United States
Full-time
Remote
Mid Level
4+ years expSolarWinds is a people-first company focused on enriching the lives of their employees and customers. The Technical Support Representative serves as a trusted advisor to customers, resolving technical issues and enhancing their experience with SolarWinds products.
Cloud ManagementDevOpsInformation TechnologyIT InfrastructureManagement Information Systems
Responsibilities
Direct interaction with SolarWinds customers and channel partners, helping them to identify, troubleshoot, and resolve technical issues with SolarWinds suite of Network, System, Security, and Database monitoring products and Tools
Front-line support for all incoming customer support issues, with web or phone support
Serve as liaison between customers, advanced technical support, and internal development for all escalated product-related issues, including product enhancements, bug resolution, and overall product education
Develop or update customer-facing support documentation and public-facing articles on (SolarWinds Customer and Product Support | Success Center )
Share ideas to improve product features and usability, scale support, reduce incidents, increase customer satisfaction, while reducing customer effort
Share upcoming customer training, successful case studies, and demonstrate the product values
Share knowledge with the team and celebrate team success
Qualification
Required
Bachelor's degree, diploma, or equivalent work experience
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, and a good listener and to be able to identify the key customer concern and resolve customer issues
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, Aruba
Good knowledge of administering or managing server Applications/Services, such as IIS, MSSQL and understanding application logs
Good knowledge of monitoring protocols like SNMP, WMI, SMI-S, Common Information Model, Performance Counter
Preferred
Professional certifications are a plus: SQL Server, Oracle, AWS, or Azure
Comfortable with technical conversations with customers
Passionate about exploring new IT technologies
Advantages in Deploying or Managing database monitoring systems (such as SolarWinds SQL Sentry or DPA)
Company
SolarWinds
SolarWinds provides information technology and management software that manages IT infrastructures.
1001-5000 employees
H1B Sponsorship
SolarWinds has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2024 (8)
2023 (2)
2022 (10)
2021 (10)
Funding
Current Stage
Public CompanyTotal Funding
$532.5MKey Investors
CPP Investments
2025-02-07Acquired
2021-02-16Post Ipo Equity
2020-12-07Post Ipo Secondary· $315M
Leadership Team
Sudhakar Ramakrishna
President, CEO, and Board Director
Tim Brown
VP Security and CISO
Recent News
The Harvard Law School Forum on Corporate Governance
2025-12-07
Company data provided by crunchbase