Senior Technical Success Engineer

March 12

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Sumo Logic

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Sumo Logic is a cloud-based machine data analytics company that offers a comprehensive platform for monitoring, troubleshooting, automating, and defending IT infrastructures. The company specializes in cloud security intelligence, leveraging AI and machine learning to provide enhanced observability and security threat detection. It is known for its powerful log management capabilities, which help organizations unlock cloud security and efficiently troubleshoot system issues. Sumo Logic's platform integrates seamlessly with cloud services, providing infrastructure monitoring and application observability to modernize IT operations. Their solutions are tailored to various use cases, including DevSecOps, cloud migration, and digital customer experience enhancement.

Log Management • Analytics • SaaS • Big Data • Machine Data

501 - 1000 employees

Founded 2010

☁️ SaaS

🔒 Cybersecurity

💰 $110M Series G on 2019-05

📋 Description

• Working with customer support tickets in our Salesforce Service Cloud ticketing system. • Providing enterprise-level support to our customers and partners, focusing on technical issues related to logging, metrics, SIEM, and cloud technologies. • Engaging directly with customers to quickly assess, troubleshoot, and resolve issues from simple to complex, ensuring effective communication and setting clear expectations. • Document enhancements or defects in our products and advise on best practices for implementing and using the Sumo Logic service. • Offering valuable feedback to our engineering, product management, and CS leadership teams based on customer interactions and experiences. • Developing and refining processes, procedures, and tools for the support team to optimize customer interactions and stakeholder interactions. • Producing Knowledge Base (KB) articles for common issues lacking a current KB or revising existing KB articles for the ticketing system KB and public community KB.

🎯 Requirements

• Extensive SaaS Experience: Proven track record in a technical role managing multiple customer accounts, preferably with a background in DevOps Engineering, SOC analysis, or similar technical positions. • Customer-Centric Approach: Passion for customer satisfaction and problem-solving, with the ability to manage relationships across various levels, from technical practitioners to executives. • Communication Excellence: Possesses professional and transparent communication skills. Able to deliver technical context to various stakeholder levels using remote (e.g., Zoom) or written media. • Strategic Problem-Solving: Ability to navigate ambiguity, proactively seek necessary support, and manage multiple accounts with attention to detail. • Situation Management: Capable of assessing client scenarios, documenting issue timelines, and working with executive management and product engineering towards root cause analysis and final assessments. • Desire to Learn: Thrive in a fast-paced, high-growth, rapidly changing environment with the ability to work with and deeply understand a new product or service. Utilize Sumo-offered LinkedIn learning and other resources to increase technical knowledge and sharpen soft skills. • Ability to support multiple international time zones