Senior Professional Service Lead at SolarWinds

<div class="content-intro"><p>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.</p> <p>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!</p></div><p class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">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.</p> <p class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">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.</p> <h2 class="wnfdnti _1ibi0s33y _1ibi0s34u">Responsibilities</h2> <ul> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Facilitate the installation, upgrade, configuration, and maintenance of SolarWinds Observability Self-Hosted software.</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Customize SolarWinds products and workflows to support client business processes and deliver value-added solutions.</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Configure and manage enterprise monitoring, diagnostics, alerting, dashboards, and reporting.</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Build tailored, actionable, threshold-based alerts that improve visibility and minimize alert fatigue.</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Perform system diagnosis based on monitoring results and operational data.</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Conduct product-level root cause analysis and guide clients through the SolarWinds support process to address identified issues and opportunities.</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Serve as a subject matter expert on the application of SolarWinds products to key industry technologies and client environments.</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Support and advise clients on the use of SolarWinds applications and modules. Training will be provided as needed.</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Work onsite at the client facility and collaborate with client administrators, end users, and leadership.</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Identify and escalate scheduling conflicts, tasking concerns, risks, and blockers that may affect Statement of Work responsibilities.</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Maintain a strong understanding of monitoring, alerting, reporting, dashboards, network performance, application performance, and database performance concepts.</li> </ul> <p class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Experience with the following products is preferred:</p> <ul> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Network Performance Monitor (NPM)</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">NetFlow Traffic Analyzer (NTA)</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Server &amp; Application Monitor (SAM)</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Database Performance Analyzer (DPA)</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Log Manager (LM)</li> </ul> <h2 class="wnfdnti _1ibi0s33y _1ibi0s34u">Required Qualifications</h2> <ul> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">United States citizenship.</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Active Top Secret (TS) security clearance and the ability to maintain that clearance.</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">At least four years of experience with industry-standard monitoring technologies and networking.</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Experience configuring, troubleshooting, and optimizing high-availability systems.</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Experience with enterprise monitoring concepts, including monitoring, alerting, reporting, and dashboards.</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Experience with database administration, including strong foundational knowledge of Microsoft SQL Server and the ability to write custom queries.</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Solid understanding of Microsoft Windows Server administration and troubleshooting.</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Solid understanding of network and switching fundamentals, including troubleshooting.</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Strong verbal and written communication skills, with experience explaining technical solutions to administrators, end users, and leadership.</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Ability to reside in the Boston, MA area or relocate to the area.</li> </ul> <h2 class="wnfdnti _1ibi0s33y _1ibi0s34u">Preferred Qualifications</h2> <ul> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">SolarWinds Certified Professional (SCP) certification.</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Experience with third-party technologies, such as: <ul> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Wireless controllers and access points</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Storage appliances</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Hypervisors</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Routers and switches</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Servers</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Service desk platforms</li> </ul> </li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Strong understanding of SNMP, SNMP traps, and Syslog.</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Broad knowledge of SolarWinds applications and modules.</li> <li class="wnfdntu _1ibi0s3f5 _1ibi0s3ce _1ibi0s3ea">Experience supporting client implementations, professional services engagements, or Statement of Work deliverables.</li> </ul> <p>&nbsp;</p><div class="content-conclusion"><p>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.</p> <p>All applications are treated in accordance with the SolarWinds Privacy Notice: <a href="https://www.solarwinds.com/applicant-privacy-notice" target="_blank">https://www.solarwinds.com/applicant-privacy-notice</a></p></div>