Technical Support Engineer

Who we are…

The Customer Success team is composed of groups of highly intelligent and innovative Technical Support Engineers and Customer Success Managers who are dedicated to delivering a customer experience second to none. Each team member is as unique as the projects we work on, but one thing remains the same – our commitment and passion to delivering outstanding support and cutting-edge technology solutions for hybrid cloud network monitoring. 

What we’re looking for…

ScienceLogic is looking for a Technical Support Engineer (TSE) to provide high quality, enterprise level, technical support on ScienceLogic products for our customers, partners and other ScienceLogic team members. Our Technical Support Engineers possess excellent knowledge of systems, network and application monitoring tools along with the drive to rapidly learn the newest technologies. Impeccable communication skills (written and verbal) focused on sustaining market leading customer loyalty is a key requirement for this position.

What you’ll be doing…

We know you love a challenge, and so do we. The entire ScienceLogic team is committed to re-inventing the way organizations everywhere monitor their networks; and as part of the Technical Support team, you’ll have the unique opportunity to provide technical support for our cutting-edge hybrid cloud network monitoring software. The Technical Support Engineer provides support for ScienceLogic’s entire product suite.

• 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 to which 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

• Provides on-call and shift coverage as required

 

Qualities you possess…

The key to being successful in the Technical Support Engineer role within ScienceLogic is being an analytical thinker

and an excellent communicator. You must be passionate about helping customers be successful with SL1. The following

skills and experience are also necessary:

 

• 5+ years prior experience in the support of complex, Linux based enterprise software applications
• 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 SQL experience. You should be able to construct complex SQL statements to query and occasionally update information in a MariaDB/MySQL database
• 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
• 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

In addition to the above the following qualities would be nice to have.

• 2+ years experience supporting Kafka, Kubernetes & Docker components as part of a larger solution, both On Prem and within AWS environments
• 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

About ScienceLogic

ScienceLogic is the global leader in hybrid IT monitoring for the network of everything. Over 20,000 global service providers, enterprises, and government organizations rely on ScienceLogic to significantly enhance IT efficiency, optimize operations, and ensure business continuity. ScienceLogic is the first monitoring solution to provide a comprehensive view of all IT components through a single pane of glass, whether they reside in a public cloud environment or on premises. With over 1,500 dynamic management apps and custom dashboarding capabilities, we deliver the scale, resiliency, and automation needed to simplify the constantly evolving task of managing IT resources, services, and applications.

 

www.sciencelogic.com