Premier Support Engineer

LogicMonitor•Austin, TX

12d•$69,615 - $86,600•Hybrid

About The Position

LogicMonitor® is the AI-first hybrid observability platform powering the next generation of digital infrastructure. LogicMonitor delivers complete visibility and actionable intelligence across on-premises, cloud, and edge environments. By anticipating issues before they strike, optimizing resources in real time, and enabling faster, smarter decisions, LogicMonitor helps IT and business leaders protect margins, accelerate innovation, and deliver exceptional digital experiences without compromise. Our customers love LogicMonitor's ability to bring cloud and traditional IT together into one view, as seen in minimal churn rates, expansion business, and exciting new customer references. In fact, LogicMonitor has received the highest Net Promoter Score of any IT Infrastructure Management provider. LogicMonitor also boasts high employee satisfaction. We have been certified as a Great Place To Work®, and named one of BuiltIn's Best Places to Work for the seventh year in a row! As a Premier Support Engineer (PSE), you will provide dedicated support to our Premier Support customers, playing a critical role in enhancing the LM Customer Experience. You will be the primary point of contact for incoming customer requests, own logging and managing support tickets from receipt to full resolution within defined Service Level Agreements (SLAs). Your contributions will include resolving customer requests, educating users on LM functionality, and delivering timely, effective solutions.

Requirements

Bachelor Degree or equivalent experience.
Strong troubleshooting skills and methodology.
3+ years supporting or administering SaaS ITIM products.
3+ years of experience in Linux, Windows, network administration, including IT help desk support, or IT operations.
Proficient in scripting and able to write basic scripts.
3+ years experience with cloud platforms (AWS, Azure, etc.)
Familiarity with help desk tools like Zendesk or Jira.
Excellent English communication skills (written and verbal).
Availability to work M–F: 7–4 PM CT, 8-5 PM CT, 9-6 PM CT or 10–7 PM CT.
Experience using AI tools to enhance productivity, innovation, or problem-solving.

Responsibilities

Provide technical support to LogicMonitor Premier Support customers via chat, ticket, and phone.
Act as the dedicated Premier Support Engineer for up to 8 assigned accounts.
Schedule and Lead Premier Support kickoff calls in collaboration with the Customer Success Team.
Conduct quarterly health checks for assigned accounts.
Address issues identified during health checks with scheduled remediation sessions.
Perform daily, weekly, and monthly proactive support checks to maximize value for assigned accounts.
Contribute to one operational efficiency project each quarter to enhance the Premier Support offering.
Serve as a liaison between clients and internal development for escalated issues, including product enhancements, bug resolutions, and product education.
Contribute to the Support Knowledge Base quarterly.