Technical Support Engineer I
About Us:
LogicMonitor is the leading fully automated, cloud-based infrastructure monitoring and observability platform for enterprise IT and managed service providers.
We love going to work and think you should too. We are customer-obsessed, work as one agile team, and strive to be better every day while building trust. These are our core values. So it's no surprise that we work hard and genuinely have fun working with each other as we expand our global presence and achieve record-breaking success.
Our Austin team is based downtown in the San Jacinto Center. Rather than requiring a certain number of days in the office, LM is committed to employee choice and flexibility. Our San Jacinto office will continue to be a center of energy, to be used for purposeful meetings and meaningful gatherings. Of course, you are able to come into the office more often if you prefer to work in an office environment.
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:
LogicMonitor is disrupting the observability market and changing the way businesses take disparate sources of data and turn it into action. We are already a leader in this space - and we started by solving the hardest, most complicated problem first. With roots in the IT Infrastructure Monitoring space, we are on an evolutionary journey heading toward what’s next - unified observability. Our platform enables enterprise resiliency through data insights from the infrastructure, network, and application. As we enter this next phase of growth, we are in search of a Technical Support Engineer I.
As a TSE I, you are empowered as the front-line tech support contact for LogicMonitor customers and are a key contributor to the overall LogicMonitor customer experience. As the primary contact on incoming customer support situations, you will be driving logs and own incoming support tickets from receipt through to resolution. Make your mark by contributing to the product experience through resolving customer challenges, educating users on product functionality, and providing tactical solutions within the product. You will gain invaluable experience by championing the reporting of product bugs to our Product and Development teams as well as contribute to improving our product support documentation.
Here's a closer look at this key role:
- Customer advocate, collaborate across the team ensuring timely resolution to customer support situations.
- Provide initial response for incoming customer support cases via our Zendesk ticketing system or chat as needed.
- Demonstrate excellence in customer case management through resolution under measured SLAs.
- Update/create documentation for internal product support articles.
- Contribute to review of new product releases, maintain a high proficiency with the product and supporting technologies.
- Create a professional development plan with your manager and set goals with tangible outcomes.
What You'll Need:
- 2+ years experience in a technical support or other customer facing roles.
- Associates Degree or completed IT courses/certifications.
- Experience in Linux/Windows/Network administration, IT Help Desk Support, or other IT Operations Support desirable.
- Experience with cloud platforms and services: Amazon Web Services, Microsoft Azure, GCP, etc.
- Basic understanding of scripting and ability to write basic scripts.
- Experience with Zendesk or other help desk ticketing systems.
- Excellent troubleshooting skills and methodology.
Salary Range Transparency: The base salary range for this role is: $65,000.00 - $82,000.00.
Actual base salary offered will vary depending on factors including but not limited to: location, education, experience, skills, and qualifications. LogicMonitor also offers many competitive elements in our total compensation package for US employees, such as variable/bonus/commission compensation, an equity program, 401K matching, and other rewards.
Benefits:
At LM we believe that a total rewards package should be built with the whole person in mind, so we’ve designed a total rewards package that’s almost as complex as you are. We want to support our employees to be healthy and happy!
Whether you’re working from home or one of our Centers of Energy, US benefits for LMers include but are not limited to: unlimited vacation, health, vision, and dental insurance, robust parental leave, a 401K with company matching, a monthly Harmony Bonus, Employee Equity Program, Professional Development funds, unlimited opportunities for growth, and more.
We are committed to our employees' physical and mental health, and offer various wellness programs (including a Calm membership for you and your family!) as part of our holistic approach to employee success. For more information on our benefits and culture, visit https://www.logicmonitor.com/careers
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