Senior Technical Support Engineer

The Senior Technical Support Engineer at Sumo Logic is responsible for providing enterprise-level support to customers and partners. This role involves assisting customers with technical issue resolution, documenting product enhancements or defects, and offering best practice advice for the implementation and use of the Sumo Logic service. The engineer will also manage customer issues related to installation, configuration, and implementation, while collaborating with other corporate functions to provide insightful input. The ideal candidate should have strong communication and customer management skills, extensive experience in supporting SaaS-based solutions, and knowledge of various logging systems, system administration, scripting, and programming languages. Additionally, familiarity with Kubernetes, Docker, and TCP/IP is required.

• Manage customer issues related to the installation, configuration, and implementation of the Sumo Logic service on a timely basis with a high level of communication and appropriate establishment of expectations
• Document defect and enhancement requests on behalf of customers
• Write and review technical knowledge base articles, solutions, and FAQs for publication to a customer and company knowledge system
• Provide insightful input back to other corporate functions, particularly engineering, product management, and marketing
• Define processes, procedures, and tools for the support team to effectively interact with customers and with other stakeholders.

• 5+ years experience in supporting SaaS-based solutions
• Excellent communication (verbal and written) and customer management skills
• Knowledge of logging systems, such as Windows Event Viewer, Syslog, R Syslog, & Syslog-ng
• System administration level skills such as OS updates, installing packages, enabling/disabling services, creating users & groups and managing file system permissions
• Knowledge of SSH, creating and managing key-pairs, managing known hosts and troubleshooting connections using the SSH -v option
• Comfortable with basic scripting and programming (Java, C++, Python, Powershell, Bash, etc)
• Extensive experience with Kubernetes and Docker setup, configuration, troubleshooting, tuning and infrastructure
• Strong knowledge of TCP/IP, ping, traceroute, Netcat, TCP dump, Wireshark

• Competitive salary and compensation package
• Comprehensive health, dental, and vision insurance
• Retirement savings plan with employer match
• Flexible work hours and remote work options
• Generous vacation and paid time off
• Professional development and training opportunities
• Collaborative and inclusive work environment
• Opportunity to work with cutting-edge technologies
• Fast-paced and dynamic work environment
• International exposure and collaboration with teams across different time zones