Federal Premium Support Specialist

🕒 August 24

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SolarWinds

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1999

☁️ SaaS

🏢 Enterprise

🤝 B2B

SaaS • Enterprise • B2B

SolarWinds is a provider of IT infrastructure and operations management software that helps organizations monitor, observe, and manage hybrid IT environments. Its portfolio includes monitoring and observability, database performance, incident response, and IT service management (ITSM) tools, offered as SaaS and self-hosted solutions with AI and automation features to improve operational resilience and speed incident response.

📋 Description

• Serve as the front-line trusted advisor for SolarWinds product users • Resolve customer issues, educate customers on product functionality, optimize monitoring capabilities, and build knowledge-based resources • Handle and discuss Controlled Unclassified Information (CUI) in a GCC High enclave • Conduct technical troubleshooting sessions with customers via phone, email, and remote sessions • Communicate with users ranging from basic users to Network Administrators and System Administrators • Manage support tickets using CRM systems and industry best practices • Explain technical information to non-technical customers • Coordinate technical issue resolution with Advanced Support Teams and escalate issues according to guidelines • Author and edit knowledge base articles • Maintain lab systems to reproduce customer issues • Obtain and maintain SolarWinds Certified Professional (SCP) certifications

🎯 Requirements

• United States citizenship required • Ability to obtain and maintain a United States government security clearance is required • Bachelor’s degree in computer science or equivalent education and/or work experience • Knowledge of common network services like DNS, Web Servers (IIS, Apache), FTP Servers, Email Servers, and Database Systems Administration • Experience in high availability system configuration, troubleshooting, and performance optimization • Strong verbal and written communication skills with experience detailing technical solutions to administrators, end-users, and leadership • Troubleshooting experience with PC hardware/software and browsers • Understanding of networking protocols including TCP/IP, SMTP, FTP, HTTP, SNMP, Syslog, and SSH • Solid understanding of Microsoft Windows Server OS administration and troubleshooting • Professional certifications such as Network+, CCENT, CCNA, or MCSE are a plus • Experience with SolarWinds or related technologies such as Nagios or Prometheus is a plus