<p>Summary:</p> <p>We are seeking a dedicated Technical Advisor to serve as the primary technical point of contact for our valued SolarWinds customers. In this role, you will drive product adoption, ensure maximum return on investment, and provide exceptional technical support. Your efforts will focus on fostering customer satisfaction and proactively identifying solutions to complex issues.</p> <p>Responsibilities:</p> <ul> <li>Serve as the primary technical point of contact for existing SolarWinds customers. </li><li>Deliver defined Premium Support services to customers with valid licenses or those escalated by Customer Success Management. </li><li>Provide technical assistance and support to internal teams serving customers. </li><li>Track engagements and plan progress through the DESA model phases. </li><li>Investigate and identify the root cause of complex issues affecting a larger customer base. </li><li>Perform health check analyses for assigned customers. </li><li>Drive product adoption and ensure the highest possible ROI for purchased products. </li><li>Lead product functionality showcases and how-to sessions for existing customers. </li><li>Provide technology paths for achieving desired functionalities not present in out-of-the-box products. </li><li>Proactively identify and guide customers on addressing potential issues in their environment. </li><li>Drive high Net Promoter Scores, Customer Satisfaction, Health Scores, and minimize escalation counts and resolution times. </li><li>Conduct training sessions for team members in your technology area of expertise. </li><li>Participate in training sessions on Product Architecture and functionality. </li><li>Champion SolarWinds products related to your area of expertise. </li><li>Provide comprehensive updates to customers regarding Technical Support cases and DESA model progression. </li><li>Host and coordinate technical sessions with Technical Support, Engineering, and other internal teams. </li><li>Identify and update existing processes to align with corporate OKRs. </li><li>Act in the best interest of SolarWinds and its customers. </li><li>Create a positive and collaborative working culture with the extended team. </li><li>Collaborate with Product, Architecture, and Engineering teams to investigate customer issues. </li><li>Work with the product team to highlight customer-requested features. </li></ul> <p>Required Skills:</p> <ul> <li>Proficiency in PowerShell, SQL Scripting (T-SQL), and network technologies (ICMP, SNMP, WMI, WinRM, API). </li><li>Experience with switches, routers, and firewalls. </li><li>Proficiency in C# or any object-oriented programming language. </li><li>Strong verbal and written communication skills in English. </li><li>Ability to write technical documentation per IEC/IEEE 82079-1 standards. </li><li>Coachable and eager to learn, with a focus on developing both technical and non-technical skills. </li><li>Bachelor's degree or higher. </li><li>Strong critical thinking skills and ability to investigate issues to their root cause. </li><li>Proactive problem-solving skills. </li></ul> <p>Desired Skills:</p> <ul> <li>Valid SolarWinds Certified Professional certificates in HCO, Database, Troubleshooting, Architecture, and Design. </li><li>Experience as a DBA or in Database-related roles (CSE, SE, TS, PM, Developer). </li><li>Two years of experience as a SolarWinds Product Administrator. </li><li>Proficiency in reading and writing C# and T-SQL code. </li><li>Expertise in technology areas related to SolarWinds products. </li><li>Experience with Atlassian, Salesforce, Gainsight, and SharePoint. </li><li>Understanding of Azure, AWS, GCP, VMware, and MS SQL. </li></ul>