Technical Support Engineer

August 28

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ScienceLogic

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We are a leader in AIOps providing modern IT operations with actionable insights to predict and resolve problems faster.

Hybrid IT Monitoring & Management • Hybrid IT Service Assurance • AIOps • Monitoring Platform • IT Operations

501 - 1000

💰 $21.2M Venture Round on 2022-10

Description

• ScienceLogic is looking for a (Associate) Technical Support Engineer (TSE) to provide high quality, enterprise level, technical support on our Restorepoint products for our customers, partners and other ScienceLogic team members. • Candidates who excel in Technical Support positions possess excellent knowledge of systems and networks along with an enthusiasm to rapidly learn the newest technologies. • The (Associate) Technical Support Engineer provides support for ScienceLogic’s entire Restorepoint product suite. • Acts as a Tier 2 escalation point for all 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.

Requirements

• 3+ years prior experience in the support of complex, Linux based enterprise software applications. • 3+ years Linux administration. Must be familiar with common administrative commands as well as able to write scripts in one of the major shells. • 3+ years networking experience. Must demonstrate experience with firewalls, routers, packet sniffers and general network fundamentals (Cisco, Check Point, Juniper, HP). • 2+ years MySQL, PostgreSQL, SQLite experience. You should be able to construct SQL statements to query and occasionally update information in a MySQL database. • 2+ years SNMP experience. Must demonstrate familiarity with snmpwalk, mibs and oids. • Detailed understanding of Server virtualization (VMware, Hyper-V, AWS). • One or more scripting/programming languages (Bash/POSIX, Perl, Python, C, Go, PHP) – Experience with LUA would be a distinct advantage. • 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. • Ability to professionally perform and communicate in stressful and high impacting situations.