Sr. Technical Support Engineer at LogicMonitor
LogicMonitor is the leading SaaS-based performance monitoring platform for enterprise IT.
We love going to work and think you should too. 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.
Right now, we are working from home temporarily due to Covid. Normally, our Austin team works downtown in the San Jacinto Center. We are looking for you to bring your expertise, drive, and passion as we expand our global presence and achieve record-breaking success.
LogicMonitor is an equal opportunity employer. We’re committed to creating an inclusive environment for all our employees, where different backgrounds and perspectives are valued and encouraged - regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. We encourage all people to come as they are.
We operate with integrity, esteem diversity and treat each other fairly and with respect. We strive to find our own versions of personal and professional harmony through community building and holistic growth. We hear time and time again that our awesome people are a huge part of why LMers chose LogicMonitor, love their teams, and choose to stay.
To learn more about life at LogicMonitor, check out our Careers Page.
What You'll Do:
The Senior Technical Support Engineer (Sr. TSE) is a primary contact for support for escalated issues and a key contributor to LM customer experience. The Sr. TSE will use advanced observation, detection and troubleshooting methods to resolve complex escalated customer problems requiring a broad technical understanding with in-depth LogicMonitor product knowledge.
Here's a closer look at this key role:
Escalation (“backline”) support for more challenging issues, helping set up test scenarios for reproduction and submission to Development/Product.
Contribute to methodologies, best practices, and techniques to improve our support process.
Interact with customers via chat, phone or email regarding escalated issues.
Coach the TSE's from a technical and soft skills standpoint.
Maintain strong working knowledge of released products, provide feedback/training on new features, and participate in pre-release activities and BETA programs.
Contribute to efficiency improvements from reducing customer issues to increasing team productivity through product changes and knowledge creation. Develop documentation for workarounds, KB’s and diagnostics.
Support testing and deployment of internal system tools, including extensions of internally managed support lab infrastructure.
Provide input on product refinements and additions.
Previous experience in a Technical Support role
Bachelors Degree, or equivalent experience
5+ years of experience in Linux/Windows/Network administration and operations
- Minimum 1 year of Kubernetes and Cloud Platform experience
Advanced understanding of scripting, and comfort writing scripts in Groovy, PowerShell, or Python
Strong understanding of REST API and HTTP
Experience with managing or administering server application/services, eg. LAMP stack, IIS, MySQL, MSSQL
- APM experience is a bonus
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