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, providing exceptional support and insights.

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 in products 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.
• Support multiple international time zones.
• Minimal travel for corporate training and meetings.
• Contribute to the mission of revolutionizing technical support.

Requirements

• Extensive SaaS experience in a technical role.
• Customer-centric approach with strong problem-solving skills.
• Excellent communication skills for various stakeholder levels.
• Strategic problem-solving abilities.
• Desire to learn and thrive in a fast-paced environment.
• Proficiency in monitoring platforms like Sumo Logic, Splunk, etc.
• In-depth knowledge of logging systems.
• Expertise in SIEM and cloud technologies.
• Advanced technical skills in system administration and scripting.
• Knowledge of networking tools and protocols.

Benefits

• Opportunity to work in a dynamic and collaborative environment.
• Access to learning resources for professional development.
• Engagement with cutting-edge cloud technology.
• Minimal travel requirements.
• Contribute to a mission-driven company.