Sr. Technical Support Engineer - Remote

Overview

ScienceLogic is seeking a Sr. Technical Support Engineer to provide high-quality, enterprise-level technical support on our products for customers and partners. The role requires excellent knowledge of systems and network monitoring tools, along with exceptional communication skills to ensure customer satisfaction.

In Short

• Provide Tier 2 escalation for advanced customer issues.
• Assist with support cases during high volume periods.
• Lead support efforts for critical customers.
• Coordinate with Customer Success Managers on technical issues.
• Engage Technical Support personnel for customer inquiries.
• Escalate software bugs or feature requests to development teams.
• Work on complex assignments with tangible results.
• Mentor and train new team members.
• Work during IST or GMT business hours with weekend on-call coverage.
• Proactively improve processes and support experiences.

Requirements

• 5+ years in support of complex, Linux-based enterprise software.
• 2+ years supporting Kafka, Kubernetes, and Docker.
• 2+ years SQL experience with MariaDB/MySQL.
• 3+ years Linux administration experience.
• 2+ years SNMP experience.
• 2+ years networking experience with firewalls and routers.
• 2+ years experience with monitoring tools.
• Practical experience with DRBD, Corosync, and Pacemaker is desired.
• Ability to diagnose and solve complex technical issues.
• Excellent communication and multitasking skills.

Benefits

• Opportunity to work with cutting-edge technology.
• Collaborative team environment.
• Professional development and training opportunities.
• Flexible work hours.
• Potential for career advancement.