Customer Technical Architect

LogicMonitor•Austin, TX

26d•$114,765 - $157,815•Hybrid

About The Position

LogicMonitor is seeking a Customer Technical Architect, a customer-centric technical thought leader and evangelist. This role is crucial for ensuring the effectiveness and success of the Customer Experience and Sales functions by removing technical barriers and enabling customers to maximize the use of LogicMonitor products. The ideal candidate will help customers, prospects, and internal teams understand best practices for product usage tailored to unique situations and goals. Responsibilities include technical enablement, educating customers on new features and their application for positive business outcomes, and collaborating across Sales, Customer Success, Professional Services, and Product teams. This role will provide technical expertise, common tooling, and frameworks to solve customer problems that may fall outside current product goals or professional services scope. Additionally, the Customer Technical Architect will translate customer and prospect requests into actionable information for Product and Engineering, and contribute to developing an engaging technical training curriculum to improve internal productivity and customer value realization. LogicMonitor is an AI-first hybrid observability platform that provides complete visibility and actionable intelligence across on-premises, cloud, and edge environments, helping IT and business leaders optimize resources and deliver exceptional digital experiences. The company has a strong culture focused on trust, customer obsession, agility, and continuous improvement, fostering performance and recognition. The Austin office is located in the San Jacinto Center downtown.

Requirements

Bachelor's degree or equivalent practical experience
6+ years experience required in a similar technical role
Significant experience in IT Infrastructure and/or software development, with special emphasis in areas of Compute, Storage, Databases, Networking, Application Services, Big Data and/ or distributed computing
Experience in virtualization or cloud native architectures, containerization, observability, DevOps
Understanding of systems, information and data flows within enterprise environments
Experience working with and delivering API based solutions
Superior oral and written communication skills in English
Strong technical writing skills
Excellent troubleshooting instincts and undaunted by unfamiliar tools
Significant experience in Linux and or Windows/Network administration and operations including the following technologies: Virtualization (VMWare, Hyper-V, Xen Server, etc…), Storage (Netapp, EMC, HPLeftHand, Dell Equallogic, etc…), LoadBalancers (f5 bigIP, Netscaller, Barracuda, etc…), WMI, PerfMon, JDBC, SNMP, SMTP, JMX, Webservers (IIS, Apache, Tomcat, etc…), Active Directory, Database (SQL, MySQL, Postgress, etc…), Scripting (groovy, powershell, ruby, etc...)
Experience of working effectively as part of a distributed team

Nice To Haves

Willingness to travel to deliver onsite training/evangelism
Public speaking and presentation skills

Responsibilities

Help customers, prospects and internal teams answer "how" questions around best practice use of the product, taking into account unique customer situations and goals.
Provide technical enablement, ensuring customers have early knowledge of new features and products, and how they can be applied within a customer's landscape to drive positive business outcomes.
Work closely across Sales, Customer Success, Professional Services and Product teams to provide technical know-how, common tooling and frameworks that solve common customer problems that fall outside the current goals of the product organization and scope of professional service engagements.
Translate internal, customer and prospect requests into actionable information with clear business outcomes for the Product and Engineering organizations to be able to prioritize and address.
Help drive an engaging and results-driven technical training curriculum, working closely with the training team to formalize this wherever possible; to increase speed to productivity for internal functions and speed to value for LogicMonitor customers.