Senior Professional Service Lead

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!

SolarWinds is seeking a Senior Professional Services Lead to support the installation, configuration, upgrading, maintenance, and optimization of SolarWinds Observability Self-Hosted and related SolarWinds products. This role will work directly with clients to design value-added monitoring solutions, diagnose system issues, conduct root cause analysis, and help customers maximize the value of their SolarWinds environment.

The ideal candidate has strong experience with enterprise monitoring, networking, databases, alerting, dashboards, and reporting, along with the ability to communicate technical solutions clearly to administrators, end users, and leadership.

Responsibilities

• Facilitate the installation, upgrade, configuration, and maintenance of SolarWinds Observability Self-Hosted software.
• Customize SolarWinds products and workflows to support client business processes and deliver value-added solutions.
• Configure and manage enterprise monitoring, diagnostics, alerting, dashboards, and reporting.
• Build tailored, actionable, threshold-based alerts that improve visibility and minimize alert fatigue.
• Perform system diagnosis based on monitoring results and operational data.
• Conduct product-level root cause analysis and guide clients through the SolarWinds support process to address identified issues and opportunities.
• Serve as a subject matter expert on the application of SolarWinds products to key industry technologies and client environments.
• Support and advise clients on the use of SolarWinds applications and modules. Training will be provided as needed.
• Work onsite at the client facility and collaborate with client administrators, end users, and leadership.
• Identify and escalate scheduling conflicts, tasking concerns, risks, and blockers that may affect Statement of Work responsibilities.
• Maintain a strong understanding of monitoring, alerting, reporting, dashboards, network performance, application performance, and database performance concepts.

Experience with the following products is preferred:

• Network Performance Monitor (NPM)
• NetFlow Traffic Analyzer (NTA)
• Server & Application Monitor (SAM)
• Database Performance Analyzer (DPA)
• Log Manager (LM)

Required Qualifications

• United States citizenship.
• Active Top Secret (TS) security clearance and the ability to maintain that clearance.
• At least four years of experience with industry-standard monitoring technologies and networking.
• Experience configuring, troubleshooting, and optimizing high-availability systems.
• Experience with enterprise monitoring concepts, including monitoring, alerting, reporting, and dashboards.
• Experience with database administration, including strong foundational knowledge of Microsoft SQL Server and the ability to write custom queries.
• Solid understanding of Microsoft Windows Server administration and troubleshooting.
• Solid understanding of network and switching fundamentals, including troubleshooting.
• Strong verbal and written communication skills, with experience explaining technical solutions to administrators, end users, and leadership.
• Ability to reside in the Boston, MA area or relocate to the area.

Preferred Qualifications

• SolarWinds Certified Professional (SCP) certification.

• Experience with third-party technologies, such as:

• Wireless controllers and access points

• Storage appliances

• Hypervisors

• Routers and switches

• Servers

• Service desk platforms

• Strong understanding of SNMP, SNMP traps, and Syslog.

• Broad knowledge of SolarWinds applications and modules.

• Experience supporting client implementations, professional services engagements, or Statement of Work deliverables.

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.

All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice