Federal Premium Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary trusted advisor for users of SolarWinds products.

• Address customer concerns, educate them on product features, enhance monitoring functionalities, and create knowledge-based resources.

• Manage and discuss Controlled Unclassified Information (CUI) within a GCC High enclave.

• Facilitate technical troubleshooting sessions with customers through phone, email, and remote sessions.

• Interact with a diverse range of users, from basic users to Network and System Administrators.

• Oversee support tickets using CRM tools and adhere to industry best practices.

• Clarify technical concepts to non-technical clients.

• Coordinate the resolution of technical issues with Advanced Support Teams and escalate matters following established guidelines.

• Write and revise knowledge base articles.

• Maintain laboratory systems to replicate customer problems.

• Acquire and uphold SolarWinds Certified Professional (SCP) certifications.

⛳️ Requirements

• U.S. citizenship is mandatory.

• Must be able to obtain and maintain a United States government security clearance.

• A Bachelor’s degree in computer science or related education and/or work experience is required.

• Familiarity with common network services such as DNS, Web Servers (IIS, Apache), FTP Servers, Email Servers, and Database Systems Administration.

• Experience in configuring, troubleshooting, and optimizing performance for high-availability systems.

• Excellent verbal and written communication skills, with a history of explaining technical solutions to administrators, end-users, and leadership.

• Experience in troubleshooting PC hardware/software and web browsers.

• Knowledge of networking protocols, including TCP/IP, SMTP, FTP, HTTP, SNMP, Syslog, and SSH.

• Strong understanding of Microsoft Windows Server OS administration and troubleshooting.

• Professional certifications such as Network+, CCENT, CCNA, or MCSE are advantageous.

• Experience with SolarWinds or similar technologies like Nagios or Prometheus is a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Generous vacation and paid time off policies.

• Opportunities for professional development and certification reimbursement.

• Flexible work arrangements and a supportive work environment.