Technical Support Engineer (TSE) - Hybrid Cloud Monitoring & AIOps

ScienceLogic is driving the charge toward truly autonomous enterprises by leveraging automation and generative AI to revolutionize IT operations management and optimization. We are building the foundation for Autonomic IT, where operations are self-healing and self-optimizing, reshaping the IT operations market.

What We're Looking For

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

Successful TSEs possess excellent knowledge of systems, network, and application monitoring tools, coupled with the drive to rapidly learn new technologies. Impeccable written and verbal communication skills are essential for maintaining market-leading customer loyalty.

What You'll Be Doing

As part of the Technical Support team, you will provide technical support for our cutting-edge hybrid cloud network monitoring software, supporting 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 determined to have Critical value.
• Coordinate with Customer Success Managers to address technical issues impacting customer success.
• Actively engage Technical Support personnel to ensure proper handling of assigned customer questions and issues.
• 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 complex assignments with tangible results benefiting the organization.
• Proactively seek 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.
• Provide on-call and shift coverage as required.

Required Skills and Experience:

The key to success in this role is being an analytical thinker and an excellent communicator, passionate about ensuring customer success with SL1. The following skills and experience are necessary:

• 2+ years prior experience supporting 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. Must be able to construct complex SQL statements to query and occasionally update information in a MariaDB/MySQL database.
• 2+ years Linux administration. Must be familiar with common administrative commands and 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.
• 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 efforts.
• 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.
• Comprehensive medical, dental and vision plans.
• 401(k) plan with employer match.
• Flexible Paid Time Off (FTO).
• Volunteer Time Off (VTO) - 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, 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.

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

Visit www.sciencelogic.com