Senior Technical Support Engineer - Remote

Overview

As a Senior Technical Support Engineer at Sumo Logic, you will empower customers to harness the full potential of cloud technology by providing exceptional technical support and insights.

In Short

• Work with customer support tickets in Salesforce Service Cloud.
• Provide enterprise-level support for technical issues related to logging, metrics, SIEM, and cloud technologies.
• Engage directly with customers to troubleshoot and resolve issues.
• Document enhancements or defects in products.
• Offer feedback to engineering and product management teams.
• Develop processes and tools for the support team.
• Produce Knowledge Base articles for common issues.
• Support multiple international time zones.
• Minimal travel for corporate training and meetings.
• Join a dynamic and collaborative support team.

Requirements

• Extensive SaaS experience in a technical role.
• Customer-centric approach with strong problem-solving skills.
• Excellent communication skills, both verbal and written.
• Ability to navigate ambiguity and manage multiple accounts.
• Desire to learn and thrive in a fast-paced environment.
• Proficiency in monitoring platforms and logging systems.
• Experience with cloud services and SIEM principles.
• Advanced technical skills in system administration and scripting.
• SQL or similar query language skills.
• Knowledge of networking concepts and tools.

Benefits

• Opportunity to work in a fast-paced and innovative environment.
• Access to learning resources for professional development.
• Be part of a recognized technical support team.
• Engage in minimal travel for training and meetings.
• Work with cutting-edge cloud technology.