Sr. Premier Support Engineer

LogicMonitor•Austin, TX

6d•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! The Sr. Premier Support Engineer (Sr. PSE) provides dedicated support to our Premier Support customers as well as our internal Premier Support team and is a key contributor to the LM Customer Experience. As the dedicated interface for incoming Premier Support customer requests, the Sr. PSE will log and own incoming and escalated support tickets from receipt to 100% resolution under measured Service Level Agreements (SLAs). The Sr. PSE will contribute to the product experience by resolving escalated customer requests, educating users and team members on LM functionality, and providing useful solutions within the product to the customer in a timely manner. Here's a closer look at this key role:

Requirements

Bachelors Degree, or equivalent experience
Minimum of 2 years experience using or supporting LogicMonitor
Complete the LogicMonitor Certified Implementation Professional (LMCIP) certification
4+ years experience in Linux, Windows, or Network administration, IT Help Desk Support, or other IT Operations Support
Intermediate understanding of scripting and ability to write basic scripts
Understanding and/or experience with cloud platforms and services: Amazon Web Services, Microsoft Azure, etc.
Available to work M-F (7 AM-4 PM or 10 AM-7 PM CT)
Experience with Zendesk, Jira, or other help desk ticketing systems
Excellent written and verbal communication skills in the English language

Responsibilities

Escalation (“backline”) support for more challenging issues, helping set up test scenarios for reproduction and submission to Development/Product.
Contribute to methodologies, best practices, and techniques to improve our support process.
Interact with customers via chat, phone, or email regarding escalated issues.
Provide Technical Support for requests submitted by LogicMonitor Premier Support customers via dedicated support channels (Chat, Ticket, Phone).
Act as Dedicated Premier Support Engineer for up to 5 assigned accounts.
Schedule and Lead Premier Support Kickoff calls of assigned accounts in conjunction with the Customer Success Team.
Conduct Quarterly Health Checks for assigned accounts.
Schedule and address customer issues identified via Quarterly Health Checks with Health Check Remediation Sessions for assigned accounts.
Conduct Daily, Weekly, and monthly Pro-Active Support checks to help drive value within assigned accounts.
Contribute to 1 operational efficiency project a quarter. Helping drive continued improvements to the Premier Support offering.
Serve as liaison between client and internal development for all escalated product-related issues, including product enhancements, bug resolution, and overall product education
Contribute content to Support Knowledge Base each quarter.
Maintain a reassignment rate of 10% or less of overall case volume.
Acquire and maintain a CSAT and Support QA score above 95%.
Maintain adherence to current internal MTTR guidelines.