Technical Support Representative

About the role

SolarWinds is hiring a Tier 2 Technical Support Representative to provide advanced technical support for customers using our monitoring and infrastructure software. 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.
• Analyze complex product and environment issues across SolarWinds network, system, security, and database monitoring solutions.
• Partner with Tier 3 support and engineering teams to investigate bugs, document findings, propose workarounds, and improve product quality.
• Guide customers through configuration optimization, advanced integrations, and root cause analysis for recurring or critical issues.
• Create and maintain technical documentation, knowledge base articles, and internal troubleshooting guides.
• Educate customers on product capabilities, best practices, and architectural recommendations.
• Collaborate with Product Management, QA, Customer Success, and other internal teams to share insights that improve usability and reduce ticket volume.
• Mentor Tier 1 representatives on troubleshooting techniques, product knowledge, and escalation criteria.
• Maintain a strong focus on customer satisfaction while balancing responsiveness and resolution efficiency.

Requirements

• Bachelor’s degree, diploma, or equivalent experience in Computer Science, Engineering, IT, or a related field.
• 4+ years of technical support experience, including at least 2 years in a Tier 2 or advanced troubleshooting role.
• Strong ability to troubleshoot and resolve complex issues in Windows and Linux/Unix environments.
• Experience with SQL and database performance troubleshooting.
• Solid understanding of networking protocols and concepts, including SNMP, ARP, DHCP, DNS, and packet analysis.
• 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.

Preferred qualifications

• Hands-on experience with SolarWinds NPM, SAM, or similar enterprise monitoring platforms such as Nagios or PRTG.
• Exposure to AWS, Azure, or Google Cloud, especially in hybrid monitoring environments.
• Certifications such as CCNA, MCSE, VCP, AWS, or Azure.
• Experience working in agile, cross-functional environments and contributing product feedback for continuous improvement.