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 our cloud technology while solving complex challenges and driving technological advancements.

In Short

• Work with customer support tickets in Salesforce Service Cloud.
• Provide enterprise-level support focusing on logging, metrics, SIEM, and cloud technologies.
• Engage directly with customers to troubleshoot and resolve issues.
• Document enhancements or defects and advise on best practices.
• Offer feedback to engineering and product management teams.
• Develop processes and tools for optimizing customer interactions.
• Produce and revise Knowledge Base articles.
• Manage multiple customer accounts with a customer-centric approach.
• Support multiple international time zones.
• Minimal travel for corporate training and meetings.

Requirements

• Proven SaaS experience in a technical role.
• Strong customer-centric approach and 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.
• Extensive knowledge of logging systems and cloud technologies.
• Proficiency in monitoring platforms like Sumo Logic, Splunk, etc.
• Experience with system administration and scripting.
• Knowledge of SQL or similar query languages.
• OSS skills in Otel, Prometheus, and Falco are a plus.

Benefits

• Work in a dynamic and collaborative team environment.
• Opportunity to enhance customer satisfaction and shape technology's future.
• Access to learning resources for technical and soft skills development.
• Challenging and rewarding work experience.
• Minimal travel requirements for corporate training.