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Job Description
Sumo Logic is seeking a Senior Technical Success Engineer to join their dynamic and collaborative support team. This role is crucial in empowering customers to harness the full potential of Sumo Logic's cloud technology. The ideal candidate will possess expertise in logging, SIEM, and cloud solutions, enabling them to guide customers toward achieving unparalleled business success.
Role involves:
- Working with customer support tickets in Salesforce Service Cloud.
- Providing enterprise-level support to customers and partners.
- Troubleshooting and resolving technical issues related to logging, metrics, SIEM, and cloud technologies.
- Documenting enhancements or defects and advising on best practices.
- Offering feedback to engineering, product management, and CS leadership.
- Developing and refining processes and tools for the support team.
- Producing Knowledge Base articles for common issues.
Requirements:
- Extensive SaaS experience in a technical role managing multiple customer accounts.
- Customer-centric approach with a passion for problem-solving.
- Professional and transparent communication skills.
- Strategic problem-solving abilities.
- Capable of assessing client scenarios and documenting issue timelines.
- Desire to learn and thrive in a fast-paced environment.
- Ability to support multiple international time zones.
- Proficiency in Sumo Logic or similar platforms.
- In-depth knowledge of logging systems.
- Expertise in SIEM and cloud technologies (AWS, GCP, Azure).
- Experience with system administration, SSH management, and basic scripting.
- Query language proficiency (SQL or similar).
- Kubernetes and Docker proficiency.
- Solid knowledge of TCP/IP, ping, traceroute, etc.
- Bachelor's or Master's degree in Engineering, Computer Science, or equivalent experience.
Role offers:
- Opportunity to work with a cutting-edge cloud technology.
- A challenging and rewarding environment.
- Minimal travel requirements (1-5%).
