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 and provide guidance on product features.

• Enhance customers’ monitoring capabilities and develop a knowledge-based library.

• Manage discussions and handle Controlled Unclassified Information (CUI) within a GCC High environment.

• Conduct technical troubleshooting sessions through phone, email, and remote sessions.

• Interact with users ranging from basic users to Network and System Administrators.

• Oversee support tickets utilizing existing CRM systems and industry best practices.

• Convey technical information in a comprehensible manner to non-technical customers.

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

• Compose and revise knowledge base articles.

• Maintain operational lab systems to replicate customer issues.

• Acquire and uphold SolarWinds Certified Professional certifications.

⛳️ Requirements

• Citizenship of the United States is mandatory.

• The ability to obtain and sustain a United States government security clearance is essential.

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

• Familiarity with common network services, including DNS, IIS, Apache, FTP servers, email servers, and database systems administration.

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

• Excellent verbal and written communication skills, with experience in articulating technical solutions to administrators, end-users, and management.

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

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

• Strong grasp 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, including Nagios or Prometheus, is beneficial.

🏝️ Benefits

• Opportunities for career advancement.

• SolarWinds Certified Professional (SCP) certifications.

• Fully remote work setup.