Sr. Technical Support Engineer

ScienceLogic is seeking a Sr. Technical Support Engineer to provide high-quality technical support on ScienceLogic products. The ideal candidate should have excellent knowledge of systems, network, and application monitoring tools, as well as strong communication skills. As part of the Technical Support team, the Sr. Technical Support Engineer will have the opportunity to provide support for ScienceLogic's hybrid cloud network monitoring software and act as a Tier 2 escalation point for advanced customer issues. The role also involves coordinating with Customer Success Managers, mentoring new team members, and proactively improving processes.

• Acts as a Tier 2 escalation point for advanced customer issues
• Assists with all support cases during periods of heavy volume
• Leads support efforts for customers who have been determined to have Critical value
• Coordinates with Customer Success Managers to address any technical issues impacting a Customer’s success
• Actively engages Technical Support personnel to ensure proper handling of customer questions and issues to which they have been assigned
• Escalates software bugs or feature enhancements to ScienceLogic’s research, development, and product management teams
• Acts as a subject matter expert in more than one area of the product
• Autonomously works on projects and more complex assignments with tangible results delivering benefits to the organizations
• Proactively looks for ways to improve processes and innovate the support experience
• Builds relationships and partnerships with other ScienceLogic teams
• Mentors and trains new team members
• Proactively shares information and expertise regarding recent fixes, and best practices
• Provides on-call and shift coverage as required

• 5+ years prior experience in the support of complex, Linux based enterprise software applications
• 5+ years experience supporting Kafka, Kubernetes & Docker components as part of a larger solution, both On Prem and within AWS environments
• 5+ years SQL experience. Must be able to construct complex SQL statements to query and occasionally update information in a MariaDB/MySQL database
• 5+ years Linux administration. Must be familiar with common administrative commands as well as able to write scripts in one of the major shells
• 5+ years SNMP experience. Must demonstrate familiarity with snmpwalk, mibs and oids
• 5+ years networking experience. Must demonstrate experience with firewalls, routers and general network fundamentals
• Practical experience with DRBD, Corosync and Pacemaker highly desired
• Practical experience with PHP and/or Python is a plus
• Ability to function effectively as Lead in escalated cases working directly with customers and coordinating internal effort to address customer issues
• Ability to multi-task and manage multiple priorities in a fast-paced environment
• Ability to diagnose and solve complex technical issues
• Impeccable communication skills (written and verbal) focused on sustaining market leading customer loyalty is a key requirement for this position.

• Remote-first culture - work from home or come into the office
• Comprehensive medical, dental, and vision plans
• 401(k) plan with employer match
• Flexible Paid Time Off (FTO)
• Volunteer Time Off (VTO) - two days off per calendar year to volunteer
• 5-year Service Milestone Sabbatical
• Paid parental leave
• Generous employee referral bonus program
• Pet insurance
• HQ Office centrally located in Reston Town Center with stocked kitchen and catered lunch on Thursdays
• Regular virtual company-wide events, including cooking classes, yoga, meditation, and more
• Opportunity to learn and develop from industry experts