Senior Technical Engineer

2 weeks ago

Manchester, United Kingdom Sumo Logic Full time

At Sumo Logic, we specialize in empowering the digital workforce through our advanced SaaS analytics platform, focusing on reliable and secure cloud-native applications.
Step into the heart of innovation with our dynamic and collaborative support team As a Technical Support Engineer at SUMO Logic, you will play a crucial role in empowering our customers to harness the full potential of our cutting-edge cloud technology. You will be at the forefront of solving complex challenges and driving technological advancements by providing exceptional technical support and insights. At SUMO Logic, our technical support team is recognized as one of our crown jewels, featuring some of the most technically adept individuals in the industry. As a Technical Support Engineer, your role will involve:
- Working with customer support tickets in our Salesforce Service Cloud ticketing system
- 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.
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.
- Able to deliver technical context to various stakeholder levels using remote (e.g., 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.
- Monitoring Platform Experience: Proficiency in Sumo Logic or similar platforms (e.g., Splunk, Data Dog, Elastic, New Relic, Appdynamics, VMWare Tanzu).
- In-depth Knowledge of Logging Systems: Proficiency in systems like Windows Event Viewer, Syslog, R Syslog, & Syslog-ng.
- Strong understanding of cloud services (AWS, GCP, Azure) and security information and event management (SIEM) principles.
- Experience with system administration, SSH management, and basic scripting and programming (Java, C++, Python, PowerShell, Bash, etc.).
- Query Language Proficiency: SQL or similar query language skills.
- Extensive experience in setup, configuration, troubleshooting, tuning, and infrastructure management.
- Network Savvy: Travel Requirements
Minimal, but generally once a quarter to once a year (1-5%) for corporate training and mandatory meetings.
Bachelor's or Master's degree in Engineering, Computer Science, or a similar field, or equivalent work experience.
Join us at Sumo Logic and contribute to our mission of revolutionizing technical support in the digital business world, with a particular focus on logging, SIEM, and cloud technologies. 
Sumo Logic, Inc. empowers the people who power modern, digital business. Sumo Logic enables customers to deliver reliable and secure cloud-native applications through its Sumo Logic SaaS Analytics Log Platform, which helps practitioners and developers ensure application reliability, secure and protect against modern security threats, and gain insights into their cloud infrastructures. Customers worldwide rely on Sumo Logic to get powerful real-time analytics and insights across observability and security solutions for their cloud-native applications.

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