Sr. Technical Support Engineer at ScienceLogic

ScienceLogic is seeking a Sr. Technical Support Engineer to provide enterprise-level technical support on ScienceLogic products. The ideal candidate will possess excellent knowledge of systems, network, and application monitoring tools, along with strong communication skills.

The Sr. Technical Support Engineer will provide support for ScienceLogic’s entire product suite and act as a Tier 2 escalation point for advanced customer issues. They will coordinate with Customer Success Managers to address technical issues, engage Technical Support personnel, and escalate software bugs or feature enhancements to relevant teams.

Responsibilities:

• Acts as a Tier 2 escalation point for advanced customer issues
• Assists with all support cases during periods of heavy volume
• Leads support efforts for customers who have been determined to have Critical value
• Coordinates with Customer Success Managers to address any technical issues impacting a Customer’s success
• Actively engages Technical Support personnel to ensure proper handling of customer questions and issues towhich they have been assigned
• Escalates software bugs or feature enhancements to ScienceLogic’s research, development, and product management teams
• Acts as a subject matter expert in more than one area of the product
• Autonomously works on projects and more complex assignments with tangible results delivering benefits to the organizations
• Proactively looks for ways to improve processes and innovate the support experience
• Builds relationships and partnerships with other ScienceLogic teams
• Mentors and trains new team members
• Proactively shares information and expertise regarding recent fixes, and best practices

Requirements:

• 5+ years prior experience in the support of complex, Linux based enterprise software applications
• 2+ years experience supporting Kafka, Kubernetes & Docker components as part of a larger solution, both On Prem and within AWS environments
• 2+ years SQL experience. You should be able to construct complex SQL statements to query and occasionally update information in a MariaDB/MySQL database
• 3+ years Linux administration. Must be familiar with common administrative commands as well as able to write scripts in one of the major shells
• 2+ years SNMP experience. Must demonstrate familiarity with snmpwalk, mibs and oids
• 2+ years networking experience. Must demonstrate experience with firewalls, routers and general network fundamentals
• 2+ years prior experience with any monitoring tool (EM7/SL1 Preferred)
• Practical experience with DRBD, Corosync and Pacemaker highly desired
• Practical experience with PHP and/or Python is a plus
• Ability to function effectively as Lead in escalated cases working directly with customers and coordinating internal effort to address customer issues
• Ability to multi-task and manage multiple priorities in a fast-paced environment
• Ability to diagnose and solve complex technical issues
• Ability to professionally perform and communicate in stressful and high impacting situations