Senior Technical Account Engineer

Summary

Join Sumo Logic as a Senior Technical Account Engineer and leverage your expertise to empower our customers in maximizing the value of our SaaS analytics platform. You will act as a trusted advisor, guiding customers on best practices, driving ROI, and delving into the technical intricacies of our platform. This hands-on role involves assisting customers in harnessing the potential of Sumo Logic, fostering strategic growth through strong relationships, and tackling complex challenges. You will collaborate with the account team, develop growth strategies, and proactively monitor customer KPIs. The position requires advanced technical expertise, strategic adoption drive, and excellent communication skills. Travel is flexible, generally once or twice a quarter.

Requirements

• Have +10 Years of Technical Experience
• Have 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
• Possess a Customer-Centric Approach: Passionate about customer satisfaction and problem-solving
• Demonstrate Relationship Management: Ability in managing relationships across various levels, from technical practitioners to executives
• Have Communication Excellence: Professional and clear communication skills, adept in both executive meetings and technical workshops
• Be able to Navigate Ambiguity: Work with uncertainty and proactively seek necessary support
• Demonstrate Account Management Prowess: Skills in managing multiple Accounts with a keen eye for detail
• Be familiar with Cyber Security frameworks and their applications in the secure DevOps Lifecycle
• Possess Curiosity to learn about the customer base and curiosity to continue learning
• Be a Korean & English speaker

Responsibilities

• Assist customers in navigating the potential of Sumo Logic and leading strategic growth through robust relationships with users and executives in partnership with the Sumo Logic account team
• Provide advanced training, complex problem-solving, and enabling technology adoption
• Support customers across various verticals with specialized needs in information security, DevSecOps, and observability and monitoring
• Engage with our executive team on strategic initiatives
• Facilitate training on advanced features and practices, aligning with the customer's specific usage of Sumo Logic
• Work closely with customers to understand their unique requirements and challenges, ensuring alignment with their expected business outcomes through a hands-on, consultative approach to build their adoption plan, then help them to achieve it and track progress
• Keep an eye out for additional opportunities and work to expand the plan as they progress to maximize the value they get from SUMO Logic
• Identify financial and adoption risks within an account and pull the team together to create a thorough plan to turn risky situations into an advocacy scenario
• Collaborate with the account team to formulate and implement strategies that balance customer needs with Sumo Logic’s business growth
• Vigilantly monitor customer KPIs, proactively address deployment issues, and drive product roadmap suggestions from customer feedback
• Conduct Quarterly Business Reviews and monthly health check calls, maintaining a proactive, strategic presence in the account team
• Monitor and report on the overall well-being of customers, tracking essential health and usage indicators to reduce or eliminate churn risk
• Analyze data and infer usage patterns

Preferred Qualifications

• Have Monitoring Platform Experience: Proficiency in Sumo Logic or similar platforms (e.g., Splunk, Data Dog, Elastic, New Relic, Appdynamics, VMWare Tanzu)
• Have Cloud Services Knowledge: Hands-on experience with AWS, GCP, Azure, or other cloud services, SecDevops experience
• Have Query Language Proficiency: SQL or similar query language skills
• Have Security and Operations Background: Experience in monitoring and alerting in security, operations, or SecDevOps settings
• Have Advanced Technologies: Kubernetes expertise (including HELM) and data analytics knowledge
• Have OSS skills in Otel, Prometheus, and Falco
• Have Experience writing REST API scripts
• Have Sumo Logic experience