ScienceLogic is hiring a
Technical Support Engineer

Summary

Join ScienceLogic's Customer Success team as a Technical Support Engineer to provide high-quality technical support for our Restorepoint products and deliver outstanding customer experiences.

Requirements

• 3+ years prior experience in the support of complex, Linux based enterprise software applications
• 3+ years Linux administration. Must be familiar with common administrative commands as well as able to write scripts in one of the major shells
• 3+ years networking experience. Must demonstrate experience with firewalls, routers, packet sniffers and general network fundamentals (Cisco, Check Point, Juniper, HP)
• 2+ years MySQL, PostgreSQL, SQLite experience. You should be able to construct SQL statements to query and occasionally update information in a MySQL database
• 2+ years SNMP experience. Must demonstrate familiarity with snmpwalk, mibs and oids
• Detailed understanding of Server virtualization (VMware, Hyper-V, AWS)
• One or more scripting/programming languages (Bash/POSIX, Perl, Python, C, Go, PHP) – Experience with LUA would be a distinct advantage
• 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 all 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
• Provides on-call and shift coverage as required