Hiring: Federal Premium Support Specialist Company: SolarWinds Location: Austin, TX Job Posted Time: 2026-09-16 13:14:50 Employment Type: Remote Target Skills & Keywords : Apache, DNS, Prometheus, Security Clearance, TCP/IP, Windows Server About the job Experience: •Knowledge of common network services like DNS, Web Servers (IIS, Apache), FTP Servers, Email Servers, and Database Systems Administration •Strong verbal and written communication skills with experience detailing technical solutions to administrators, end-users, and leadership. •Troubleshooting experience •Understanding of networking protocols TCP/IP, SMTP, FTP, HTTP, SNMP, Syslog, SSH, etc. Required Skills: •The Technical support engineer is the front-line “trusted advisor” for SolarWinds product users, a key contributor to the customer experience through resolving customer issues, educating customer product functionalities, optimizing their monitoring capabilities, and building a knowledge-based library. •Effectively demonstrate the ability to discuss and handle CUI in a GCC High enclave. •Responding to and/or initiating technical troubleshooting sessions with customers – via phone, email, and remote sessions. •Interacting with customers at all levels, with demonstrated ability to communicate with the very basic user to the technically advanced (Network Administrators, System Administrators). •Managing and working support tickets per industry best practices utilizing existing CRM systems. •Effectively communicating technical information to non-technical customers. •Coordinating the resolution of technical issues with Advanced Support Teams and escalating issues per pre-established guidelines. •Contributing to our Knowledgebase (author and edit knowledge base articles). Qualifications: •Obtain and maintain SolarWinds Certified Professional (SCP) certifications. •Demonstrated capacity 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 •Professional certifications are a plus: Network+, CCENT, CCNA, MCSE, etc. Compensation: •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!