Technical Support Engineer II

LogicMonitor

Austin, TX

#6080937

Position summary

proud to be an equal opportunity employer. We deeply care about our employees' well-being, fostering an environment where every individual is valued and respected. We celebrate the diversity of our team, and are committed to fostering a culture of inclusivity. 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!

As the Technical Support Engineer II (TSE II) you are empowered as the front-line tech support contact for LogicMonitor customers and are a key contributor to the overall LogicMonitor customer experience. As the primary contact on incoming customer support situations, you will be driving logs and own incoming support tickets from receipt through to resolution. Make your mark by contributing to the product experience through resolving customer challenges, educating users on product functionality, and providing tactical solutions within the product. You will gain invaluable experience by championing the reporting of product bugs to our Product and Development teams as well as contribute to improving our product support documentation.

Here's a closer look at this key role:

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

  • Provide initial response for incoming customer support cases via our chat or ticketing system as needed

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

  • Update/create documentation for internal product support articles

  • Contribute to review of new product releases, maintain a high proficiency with the product and supporting technologies

  • Serve as liaison between customers and our product/development teams 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

What You'll Need:

  • 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.

  • Excellent troubleshooting skills and methodology

  • Proficiency with scripting and ability to write basic scripts

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!

Whether you're working from home or one of our Centers of Energy, US benefits for LMers include but are not limited to: unlimited vacation, health, vision, and dental insurance, robust parental leave, a 401K with company matching, a monthly Work Well reimbursement, Employee Equity Program, Professional Development funds, unlimited opportunities for growth, and more.

We are committed to our employees' physical and mental health, and offer various wellness programs (including a Calm membership for you and your family!) as part of our holistic approach to employee success.

For more information on our benefits and culture, visit https://https://www.logicmonitor.com/careers

Residents of California, click Here to view our California Applicant Privacy Notice.

Anticipated Application Close Date: 08/26/2024

#LI-SS1 #BI-Hybrid #LI-Hybrid

LogicMonitor is dedicated to fostering a culture of transparency and fairness, including our commitment to pay transparency. We provide the base salary ranges for all positions posted within the United States.

Compensation packages at LogicMonitor for eligible roles include base salary, a variable plan depending on role, along with comprehensive benefits. The range displayed on each job posting reflects the minimum and maximum base salary target for new hires in the position, determined by work location and additional factors, including job-related skills, experience, interview performance, and relevant education or training. LogicMonitor employees in eligible roles are also granted equity based compensation, subject to Board of Director approval. As part of our holistic compensation philosophy, your package will also include, but is not limited to: Comprehensive health, dental and vision coverage, generous parental leave policies, access to our Employee Assistance Program and various Wellness programs, a 401K with company matching, a learning and development stipend, and an unlimited vacation policy. For more information on our benefits, see our careers page .

Base Salary Range

$66,500 - $70,490 USD