📍Costa Rica
Senior Technical Support Engineer

ScienceLogic
📍Remote - India
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Summary
Join ScienceLogic as a Technical Support Engineer (TSE) and provide high-quality, enterprise-level technical support for ScienceLogic products to customers, partners, and internal team members. You will be responsible for handling advanced customer issues, leading support efforts for critical customers, and coordinating with Customer Success Managers to address technical issues impacting customer success. This role requires strong analytical thinking, excellent communication skills, and a passion for helping customers succeed with SL1.
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)
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
- Proactively shares information and expertise regarding recent fixes, and best practices
- Work during IST or GMT business hours & provide weekend 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
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