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Full-time
bachelor degree
Posted 6d ago
~40 hrs/week
Responsibilities
The Tier 2 Technical Support Representative will handle escalated customer cases and troubleshoot complex issues across network, system, and database monitoring solutions. They will also collaborate with engineering teams to investigate bugs, document findings, and mentor Tier 1 staff to improve overall support quality.
Requirements
Candidates must have a bachelor's degree or equivalent experience in a technical field and at least 4 years of technical support experience, including 2 years in a Tier 2 role. Proficiency in Windows/Linux environments, SQL, networking protocols, and infrastructure technologies is required.
Full job description
At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.
The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us!
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.
This is an ideal opportunity for a support professional who enjoys deep technical problem-solving, customer interaction, and cross-functional collaboration in a fast-paced environment.
What you’ll do
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.
What we’re looking for
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.
Why join SolarWinds
At SolarWinds, Tier 2 support professionals play a key role in solving high-complexity customer issues, serving as subject matter experts, mentoring frontline teams, and helping drive better product and customer outcomes.
SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.
Based on 6625 listings with disclosed salaries, most engineering jobs in Texas pay between $83k–$203k per year. Individual offers vary with seniority, company size, and specialization.
How many Engineering jobs are open in Texas right now?
There are currently 28,176 open engineering positions in Texas listed on Clera. New openings are added daily as companies post roles.
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Companies currently hiring include Amazon, SpaceX, Applied Materials, Celestica, Primoris Services Corporation, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Engineering jobs in Texas?
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