Senior Technical Success Engineer
Senior Technical Success Engineer
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Job Description
Senior Technical Support Engineer
Job Description
About SumoLogic
At Sumo Logic we specialize in empowering the digital workforce through our advanced SaaS analytics platform focusing on reliable and secure cloudnative applications.
Step into the heart of innovation with our dynamic and collaborative support team! As a Technical Support Engineer at SUMO Logic you will play a crucial role in empowering our customers to harness the full potential of our cuttingedge cloud technology. Your expertise in logging SIEM and cloud solutions will be vital in guiding our customers toward achieving unparalleled business success.
You will be at the forefront of solving complex challenges and driving technological advancements by providing exceptional technical support and insights. Join us and transform challenges into opportunities enhancing customer satisfaction and shaping the future of technology.
At SUMO Logic our technical support team is recognized as one of our crown jewels featuring some of the most technically adept individuals in the industry. Work here is challenging and rewarding propelling you forward in a fastpaced and dynamic environment.
What You Will Do
As a Technical Support Engineer your role will involve:
Working with customer support tickets in our Salesforce Service Cloud ticketing system
Providing enterpriselevel support to our customers and partners focusing on technical issues related to logging metrics SIEM and cloud technologies.
Engaging directly with customers to quickly assess troubleshoot and resolve issues from simple to complex ensuring effective communication and setting clear expectations.
Document enhancements or defects in our products and advise on best practices for implementing and using the Sumo Logic service.
Offering valuable feedback to our engineering product management and CS leadership teams based on customer interactions and experiences.
Developing and refining processes procedures and tools for the support team to optimize customer interactions and stakeholder interactions.
Producing Knowledge Base (KB) articles for common issues lacking a current KB or revising existing KB articles for the ticketing system KB and public community KB.
What You Will Bring With You
Extensive SaaS Experience: Proven track record in a technical role managing multiple customer accounts preferably with a background in DevOps Engineering SOC analysis or similar technical positions.
CustomerCentric Approach: Passion for customer satisfaction and problemsolving with the ability to manage relationships across various levels from technical practitioners to executives.
Communication Excellence: Possesses professional and transparent communication skills. Able to deliver technical context to various stakeholder levels using remote (e.g. Zoom) or written media.
Strategic ProblemSolving: Ability to navigate ambiguity proactively seek necessary support and manage multiple accounts with attention to detail.
Situation Management: Capable of assessing client scenarios documenting issue timelines and working with executive management and product engineering towards root cause analysis and final assessments.
Desire to Learn: Thrive in a fastpaced highgrowth rapidly changing environment with the ability to work with and deeply understand a new product or service. Utilize Sumooffered LinkedIn learning and other resources to increase technical knowledge and sharpen soft skills.
Ability to support multiple international time zones
Desired Technical Qualifications
Monitoring Platform Experience: Proficiency in Sumo Logic or similar platforms (e.g. Splunk Data Dog Elastic New Relic Appdynamics VMWare Tanzu).
Indepth Knowledge of Logging Systems: Proficiency in systems like Windows Event Viewer Syslog R Syslog & Syslogng.
Expertise in SIEM and Cloud Technologies: Strong understanding of cloud services (AWS GCP Azure) and security information and event management (SIEM) principles.
Advanced Technical Skills: Experience with system administration SSH management and basic scripting and programming (Java C Python PowerShell Bash etc..
Query Language Proficiency: SQL or similar query language skills.
Kubernetes and Docker Proficiency: Extensive experience in setup configuration troubleshooting tuning and infrastructure management.
Network Savvy: Solid knowledge of TCP/IP ping traceroute Netcat TCP dump Wireshark nslookup etc.
OSS skills in Otel Prometheus and Falco are a plus
Sumo Logic experience is a big plus but not required
Travel Requirements
Minimal but generally once a quarter to once a year 15 for corporate training and mandatory meetings.
Education
Bachelors or Masters degree in Engineering Computer Science or a similar field or equivalent work experience.
Join us at Sumo Logic and contribute to our mission of revolutionizing technical support in the digital business world with a particular focus on logging SIEM and cloud technologies.
About Us
Sumo Logic Inc. empowers the people who power modern digital business. Sumo Logic enables customers to deliver reliable and secure cloudnative applications through its Sumo Logic SaaS Analytics Log Platform which helps practitioners and developers ensure application reliability secure and protect against modern security threats and gain insights into their cloud infrastructures. Customers worldwide rely on Sumo Logic to get powerful realtime analytics and insights across observability and security solutions for their cloudnative applications. For more information visit .
Sumo Logic Privacy Policy. Employees will be responsible for complying with applicable federal privacy laws and regulations as well as organizational policies related to data protection.
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Required Experience:
Senior IC
Employment Type
Full Time
