Technical Support Engineer II

Summary

Join LogicMonitor as a Technical Support Engineer II and become a front-line technical support contact for LM product users, contributing significantly to customer experience. You will manage incoming support tickets from receipt to resolution, resolving customer problems, educating users on LM functionality, and providing in-product solutions. This role involves advocating for customers, collaborating across teams for timely issue resolution, responding to support cases via chat or ticketing systems, and managing cases effectively to meet SLAs. You will also update and create internal support documentation, review new product releases, and act as a liaison between customers and product/development teams for escalated issues. The position requires exceptional customer service and communication skills, strong troubleshooting abilities, scripting proficiency, and extensive experience in SaaS ITIM products, Linux/Windows/Network administration, container technology, and cloud platforms.

Requirements

• Exceptional customer service and communication skills
• Strong troubleshooting skills and methodology
• Proficient in scripting and able to write basic scripts
• 3+ years experience supporting or administering SaaS ITIM products
• 3+ years experience in Linux, Windows, or Network administration
• 3+ years experience with container technology (Docker, Kubernetes)
• 3+ years experience with cloud platforms (AWS, Azure, etc.)

Responsibilities

• Advocate for customers, collaborating across teams to ensure timely resolution of customer support cases
• Respond to incoming support cases via chat or ticketing system
• Manage customer cases effectively, meeting defined SLAs
• Update and create internal support documentation
• Review new product releases, maintaining strong product and technology expertise
• Act as a liaison between customers and product/development teams for escalated issues, including enhancements and bug resolution