Associate Technical Support Engineer
About Us:
LogicMonitor is the leading SaaS based performance monitoring platform for enterprise IT.
We love going to work and think you should too. We hold our company culture near and dear – it represents an intermix between passion for leadership and passion for an active, healthy life centered around family and friends. LogicMonitor represents community, collaboration and camaraderie.
Located in the 500 West 2nd Street tower, our brand-new Austin office is best-in-class! Be inspired with panoramic downtown & Lady Bird Lake views, where snacks are plentiful and team outings are common. Our offices are sprinkled around the globe, too, with offices in Santa Barbara, Boston, New York City, London, Singapore, and Chengdu, China.
What You'll Do:
The Associate Technical Support Engineer (TSE) provides tier 1 level of support. The Associate TSE acts as the first response and face of support for LogicMonitor customers by triaging, providing basic troubleshooting, and escalation of customer inquiries as appropriate. The Associate TSE is responsible for initial intake and case acceptance via omni channel support tools at LogicMonitor, in which they will ensure tickets are prioritized and escalated as appropriate to bring customer cases to resolution.
Here's a closer look at this key role:
- Initial response in Support for incoming client issues – including phone, email, and chat requests
- Capture case and customer information to help bring customer technical issues to successful resolution under measured SLAs
- Update/create documentation for public-facing articles
- Support testing and deployment of internal system tools
- Available to work M-F (8AM-5PM or 9AM-6PM)
- Updating of new organizations and contact information in Zendesk ticketing system
- Gather relevant Support KPI reports as needed for Support Manager
- This is a Tier 1 Technical Support position with the opportunity to move up within the department. Tools and training will be provided to elevate performance
What You'll Need:
- Associates Degree or completed IT courses/certifications preferred
- One or more years’ experience in technical support or other customer facing roles
- Experience with Zendesk or other help desk ticketing systems highly preferred
- Experience in Linux/Windows/Network administration, IT Help Desk Support, or other IT Operations Support desirable
- Ability to follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained
- Excellent verbal and written communication skills