Technical Support Engineer II

Monitor is an equal opportunity employer. We deeply care about our employees' well-being, creating an environment where everyone feels valued and respected. We celebrate the diversity of our team and are committed to fostering a culture of inclusivity. When you join LogicMonitor, you're not just an employee to us, but a valued member of our community. Come as you are, be yourself, and let's grow together.

To learn more about life at LogicMonitor, check out our Careers Page .

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, minimize alert fatigue, proactively predict trends, and maximize 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!

The TSE is a front-line technical support contact for LM product users and a key contributor to LM customer experience. As the primary interface on incoming technical support issues, the TSE will log and own incoming support cases from receipt to resolution. The TSE will contribute to the product experience through resolving customer problems, educating users on LM functionality and providing useful solutions within the product to the customer.

Here's a closer look at this key role:

• Customer advocacy, collaborating across the team ensuring timely resolution to customer support situations

• Address incoming customer support cases via our chat or ticketing system

• Demonstrate excellence in customer case management through resolution under measured SLAs

• Maintain a high proficiency with the product and supporting technologies

• Serve as liaison between customers and our product/development teams and customer success for all escalated product related issues, including product enhancements, bug resolution and overall product education

• Create a professional development plan with your manager and set goals with tangible outcomes

• Participate in team channels, regular engagement and support across team zooms

What You'll Need:

• Exceptional customer service and communication skills

• Excellent troubleshooting skills and methodology

• Proficiency with scripting and ability to write basic scripts

• 3+ years experience with supporting or administering SaaS ITIM Products

• 3+ years experience in Linux/Windows/Network administration and operations.

• 3+ years experience with maintaining or administration of container technology(Docker/Kubernetes)

• 3+ years experience with cloud platforms and services: AWS, Azure, etc.

DISTINGUISHING CHARACTERISTICS

• Strong desire to learn and grow in a career in Information Technology
• Able to produce significant output with minimal wasted effort
• Take initiative, and make an effort to ask informed questions. Bring new ideas to the table
• Able to handle interruptions, changing priorities and multiple tasks in calm and professional manner
• Plans, organizes, schedules in efficient manner. Focuses on key priorities
• Able to structure and process qualitative data and draw insightful conclusions
• Works well within a collaborative team environment
• Represents LogicMonitor at all times in a knowledgeable and professional manner
• Has the "support gene" with strong desire to help others
• Excellent verbal and written communication skills in English