Senior Technical Support Engineer

Summary

Join ScienceLogic as a Sr. Technical Support Engineer and provide high-quality, enterprise-level technical support for our cutting-edge hybrid cloud network monitoring software. You will act as a Tier 2 escalation point for advanced customer issues, lead support efforts for critical customers, and coordinate with Customer Success Managers. This role requires strong analytical and communication skills, along with extensive experience in Linux administration, networking, and database management. You will also mentor new team members and proactively improve support processes. ScienceLogic offers a remote-first culture, comprehensive benefits, and opportunities for professional development.

Requirements

• 5+ years prior experience in the support of complex, Linux based enterprise software applications
• 2+ years experience supporting Kafka, Kubernetes & Docker components as part of a larger solution, both On Prem and within AWS environments
• 2+ years SQL experience. You should be able to construct complex SQL statements to query and occasionally update information in a MariaDB/MySQL database
• 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 SNMP experience. Must demonstrate familiarity with snmpwalk, mibs and oids
• 2+ years networking experience. Must demonstrate experience with firewalls, routers and general network fundamentals
• 2+ years prior experience with any monitoring tool (EM7/SL1 Preferred)
• 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

Responsibilities

• 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
• Acts as a Tier 2 escalation point for advanced customer issues
• Provides on-call and shift coverage as required

Preferred Qualifications

• Practical experience with DRBD, Corosync and Pacemaker highly desired
• Practical experience with PHP and/or Python is a plus

Benefits

• A remote-first culture - work from home or come into the office, it's totally up to you
• Comprehensive medical, dental and vision plans
• 401(k) plan with employer match
• Flexible Paid Time Off (FTO) so that you can take the time that you need to re-energize
• Volunteer Time Off (VTO) - take two days off per calendar year to volunteer with your preferred charitable organization
• 5-year Service Milestone Sabbatical
• Paid parental leave
• Generous employee referral bonus program
• Pet insurance
• HQ Office centrally located in Reston Town Center featuring a well-stocked kitchen with rotating snacks and beverages, and catered lunch on Thursdays
• Regular virtual company-wide events, including cooking classes, yoga, meditation and more
• The opportunity to learn and develop from some of the best and brightest minds in the industry!