Associate Technical Support Engineer
About Us:
LogicMonitor is the leading SaaS based performance monitoring platform for enterprise IT.
We are a company of fun-loving, hard-working achievers. We love going to work and think you should too. We hold our company culture near and dear — we are customer-obsessed, work as one team, and strive to be better every day. These are our core values. So it's no surprise that we work hard and genuinely have fun working with each other to achieve great things together.
Our Austin team works in two offices in downtown Austin. Both enjoy panoramic city views and an open floor plan with breakout rooms that encourage collaboration and innovation. When you join LogicMonitor, you will be working alongside some of the brightest minds in one of the fastest growing global software firms. We are looking for you to bring your expertise, drive, and passion. This is your chance to join us on our journey as we expand our global presence and achieve record-breaking success.
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
- Willing to work shifted days (Tuesday - Saturday; Sunday -Thursday)
- 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:
- 1 or more years’ experience in technical support or other customer facing roles
- Associates Degree or completed IT courses/certifications preferred
- Experience in Linux/Windows/Network administration, IT Help Desk Support, or other IT Operations Support desirable
- Experience with Zendesk or other help desk ticketing systems highly preferred