Senior Technical Support Engineer (Sr. TSE) - AIOps & Hybrid Cloud

ScienceLogic is leading the transformation toward truly autonomous enterprises. Our platform utilizes automation and generative AI to optimize IT operations. We are accelerating digital transformation by uniting business and operations leaders, enhancing innovation, efficiency, and scalability.

We are building the foundation for Autonomic IT—a future where IT operations are self-healing, self-optimizing, and aligned with business objectives. Our team is reshaping the $18+ billion IT operations market by creating cost-optimized, efficient, and next-level capabilities for enterprises worldwide.

What We're Looking For

ScienceLogic is seeking a Sr. Technical Support Engineer (TSE) to provide high-quality, enterprise-level technical support for ScienceLogic products to customers, partners, and team members.

Our Sr. Technical Support Engineers must possess excellent knowledge of systems, network, and application monitoring tools, along with the drive to rapidly learn the newest technologies. Impeccable written and verbal communication skills are crucial for sustaining market-leading customer loyalty.

What You'll Be Doing

As a Sr. Technical Support Engineer, you will provide technical support for our cutting-edge hybrid cloud network monitoring software, covering ScienceLogic's entire product suite.

• Act as a Tier 2 escalation point for advanced customer issues.
• Assist with all support cases during periods of heavy volume.
• Lead support efforts for customers who have been determined to have Critical value.
• Coordinate with Customer Success Managers to address any technical issues impacting a Customer's success.
• Actively engage Technical Support personnel to ensure proper handling of customer questions and issues to which they have been assigned.
• Escalate software bugs or feature enhancements to ScienceLogic's research, development, and product management teams.
• Act as a subject matter expert in more than one area of the product.
• Autonomously work on projects and more complex assignments with tangible results delivering benefits to the organizations.
• Proactively look for ways to improve processes and innovate the support experience.
• Build relationships and partnerships with other ScienceLogic teams.
• Mentor and train new team members.
• Proactively share information and expertise regarding recent fixes, and best practices.
• Provides on-call and shift coverage as required.

Required Skills and Experience:

Success in the Sr. Technical Support Engineer role requires analytical thinking, excellent communication, and passion for customer success with SL1. The following skills and experience are necessary:

• 5+ years prior experience in the support of complex, Linux based enterprise software applications.
• 5+ years experience supporting Kafka, Kubernetes & Docker components as part of a larger solution, both On Prem and within AWS environments.
• 5+ years SQL experience. Must be able to construct complex SQL statements to query and occasionally update information in a MariaDB/MySQL database.
• 5+ years Linux administration. Must be familiar with common administrative commands as well as able to write scripts in one of the major shells.
• 5+ years SNMP experience. Must demonstrate familiarity with snmpwalk, mibs and oids.
• 5+ years networking experience. Must demonstrate experience with firewalls, routers and general network fundamentals.
• 5+ years prior experience with any monitoring tool (EM7/SL1 Preferred).
• Practical experience with DRBD, Corosync and Pacemaker highly desired.
• Practical experience with PHP and/or Python is a plus.
• 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.

Benefits & Perks

• 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).
• Volunteer Time Off (VTO) - take two days off per calendar year for volunteering.
• 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!

ScienceLogic empowers intelligent, automated IT operations, freeing up time and resources, and driving business outcomes with actionable insights. ScienceLogic's AIOps platform sees broadly across clouds and on-premises, enabling business service visibility with relationship mapping, and workflow automation to eliminate manual tasks. Trusted by thousands of organizations across the globe, ScienceLogic's technology has been proven for scale by the world's largest service providers, enterprises and government agencies.

Visit www.sciencelogic.com

All ScienceLogic employees have the responsibility to protect information assets, adhere to access controls, report suspicious activity, and comply with security and privacy policies.