Senior Customer Technical Architect

3 months ago

London, United Kingdom LogicMonitor Full time

What You'll Do:


LM Envision, LogicMonitor's leading hybrid observability platform powered by AI, helps modern enterprises gain operational visibility into and predictability across their IT stacks, so they can continue to deliver extraordinary employee and customer experiences. LogicMonitor has a layered approach to intelligence, where AI and Machine Learning is baked into every facet of the LM Envision platform to help IT teams improve efficiency, minimise alert fatigue, proactively predict trends, and maximise enterprise growth and transformation. 

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 sixth year in a row

Become a driving force in shaping the future of IT infrastructure monitoring and observability. As a Sr. Customer Technical Architect at LogicMonitor, you'll empower global enterprises to unlock the full potential of our cutting-edge platform. As a crucial member of the Customer Experience and Sales team at LogicMonitor you will collaborate with a passionate team, eliminate technical obstacles, and guide customers towards unparalleled success in managing their critical IT infrastructure.

Sr. Customer Technical Architect's are expert customer-centric technical thought leaders and trusted advisors within the organization. Sr. CTA's handle complexities from both a business and technical perspective for large/enterprise global accounts. Additionally, they ensure the effectiveness and success of the wider Customer Experience and Sales functions by removing technical barriers to success and enabling our customers, organization-wide, to use the full suite of LogicMonitor products and features to their best effect.

Here's a closer look at the duties in this key role:

Customer Engagement:  Act as the primary technical point of contact for customers, building strong relationships. Understand customer needs and translate them into technical requirements.

Technical Strategy Development:  Collaborate with internal stakeholders (sales, account management, product) to understand the customer's business goals and challenges and to align LM technology solutions to those goals.

Solution Design and Architecture:  Design scalable and robust technical solutions that meet customer requirements. Create and maintain architectural documentation and guidelines.

Technical Advisory:  Provide expert advice on best practices, solution architecture, and technology choices. Help customers optimize their use of the LM Platform.

Technology Evaluation and Selection:  Conduct POCs to test and evaluate new features released by PDE.

Troubleshooting and Support:  Assist customers in troubleshooting and resolving complex technical issues beyond the scope of support. 

Customer Training and Enablement:  Conduct Best-Practices training sessions and workshops to empower customer teams with the necessary skills.

Feedback Loop:  Gather feedback from customers to inform & influence PDE roadmap. Collaborate with PDE to ensure customer needs are addressed in future releases.

Technical Presentations and Demonstrations:  Conduct product demonstrations and technical presentations to showcase solutions

What You'll Need:

10-15+ years experience required in a similar technical role Significant experience in IT Infrastructure and/or software development, with special emphasis in areas of Compute, Storage, Databases, Networking, Application Services, Big Data and/ or distributed computing Proficiency in virtualisation/cloud-native architectures, containerisation, observability, and DevOps, along with Linux/Windows/Network administration and operations. Virtualisation (VMWare, Hyper-V, Xen Server, etc…) Storage (Netapp, EMC, HPLeftHand, Dell Equallogic, etc…) LoadBalancers (f5 bigIP, NetScaler, Barracuda, etc…) WMI, PerfMon, JDBC, SNMP, SMTP, JMX Webservers (IIS, Apache, Tomcat, etc…) Active Directory Database (SQL, MySQL, Postgress, etc…) Hands-on coding/scripting experience (groovy, powershell, python, ruby, etc...) Strong understanding of enterprise systems, information, and data flows, with experience in delivering API-based solutions. Superior oral and written communication skills in English, with strong technical writing capabilities and excellent troubleshooting instincts. Willingness to travel to deliver onsite training/evangelism

Benefits:

At LM we believe that a total rewards package should be built with the whole person in mind, so we’ve designed a total rewards package that’s almost as complex as you are. We want to support our employees to be healthy and happy

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