Senior Technical Success Engineer

Summary

Join Sumo Logic's dynamic support team as a Senior Technical Support Engineer and empower customers to utilize our cutting-edge cloud technology. You will provide enterprise-level support, troubleshoot complex issues, and collaborate with various teams. Your expertise in logging, SIEM, and cloud solutions will be crucial in guiding customers towards success. This challenging and rewarding role offers opportunities for professional growth in a fast-paced environment. You will work with customer support tickets, engage directly with clients, and contribute to knowledge base articles. The role requires extensive SaaS experience and excellent communication skills.

Requirements

• 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
• Customer-Centric Approach: Passion for customer satisfaction and problem-solving, 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 Problem-Solving: 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 fast-paced, high-growth, rapidly changing environment with the ability to work with and deeply understand a new product or service. Utilize Sumo-offered LinkedIn learning and other resources to increase technical knowledge and sharpen soft skills
• Ability to support multiple international time zones
• Bachelor's or Master's degree in Engineering, Computer Science, or a similar field, or equivalent work experience

Responsibilities

• Work with customer support tickets in our Salesforce Service Cloud ticketing system
• Provide enterprise-level support to our customers and partners, focusing on technical issues related to logging, metrics, SIEM, and cloud technologies
• Engage 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
• Offer valuable feedback to our engineering, product management, and CS leadership teams based on customer interactions and experiences
• Develop and refine processes, procedures, and tools for the support team to optimize customer interactions and stakeholder interactions
• Produce 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

Preferred Qualifications

• Monitoring Platform Experience: Proficiency in Sumo Logic or similar platforms (e.g., Splunk, Data Dog, Elastic, New Relic, Appdynamics, VMWare Tanzu)
• In-depth Knowledge of Logging Systems: Proficiency in systems like Windows Event Viewer, Syslog, R Syslog, & Syslog-ng
• 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

Benefits

Remote work