Manager, Technical Support

Location US-TX-Austin
Job ID
# Positions
Position Type
Business Group


SolarWinds (NYSE: SWI)  is one of the fastest growing software companies and has been featured on the Top Small companies in America list by Forbes magazine in 2012 and 2013! We provide powerful and affordable IT management software to more than 100,000 customers worldwide – from Fortune 500 enterprises to small businesses. Focused on the real-world needs of IT professionals, SolarWinds products are downloadable, easy to use and maintain, and provide the power, scale, and flexibility needed to manage today’s complex IT environments.


SolarWinds is growing and we are currently seeking a Technical Support Manager who will be responsible for leading and managing a team of support engineers in a fast paced high growth global support environment.  Candidate will manage the day-to-day duties of each team member ensuring that each customer interaction is exceeding customer and company expectations. 


  • Coach and counsel team members through a defined performance management process.
  • Manage all incoming and outgoing customer contacts to ensure quality standards are exceeded.
  • Responsible for developing and tracking individual training and professional development plans.
  • Responsible for creating and developing corrective improvement plans based on customer arrival patterns and ensuring all  service levels are met or exceeded.
  • Continuous review of all processes to ensure we are leveraging the most efficient way to do business.
  • Contact point for internal and external customer requests for escalation.
  • Assists with the development of priorities, objectives and strategies to achieve business goals.
  • Participates on cross-functional teams, representing support.


  • Proven ability to build, motivate a team of highly trained support professionals.
  • Ability to analyze, understand and respond to daily support metrics. 
  • Ability to make adjustments and change course rapidly.
  • Proven ability to provide expertise and best practice implementation.
  • Ability to adapt to changing business issues and requirements


Experience Required:

  • Minimum of 3 -4 years of applicable software support experience.
  • Minimum of 3 - 4 years of applicable management experience in a high contact or specialized support environment.
  • Excellent customer service skills.
  • Proficiency in excel, word and powerpoint.
  • BS/BA or applicable experience.

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