Senior Technical Support Engineer

Summary

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.

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

Responsibilities

• Working with customer support tickets in our Salesforce Service Cloud ticketing system
• Providing enterprise-level 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

Benefits

Minimal, but generally once a quarter to once a year (1-5%) for corporate training and mandatory meetings