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Sumo Logic
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Technical Support Engineer
Sumo Logic Redwood City, CA
Full Time | IT Outsourcing & Consulting 11 Months Ago
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Sumo Logic is Hiring a Remote Technical Support Engineer

Sumo Logic is seeking a Technical Support Engineer to provide enterprise level support to our customers and partners. You will be focused on assisting customers with technical issues resolution and advice covering simple to very complex level problems. You will participate in direct customer interactions to quickly assess and troubleshoot issues, document product enhancements or defects, and provide best practice advice around the implementation and use of the Sumo Logic service. 

Responsibilities:

  • Manage customer issues related to the installation, configuration, and implementation of the Sumo Logic service on a timely basis with a high level of communication and appropriate establishment of expectations
  • Document defect and enhancement requests on behalf of customers
  • Write and review technical knowledge base articles, solutions, and FAQs for publication to a customer and company knowledge system
  • Provide insightful input back to other corporate functions, particularly engineering, product management and marketing
  • Define processes, procedures, and tools for the support team to effectively interact with customers and with other stakeholders.

Qualifications:

  • 5 years experience in supporting SaaS-based solutions
  • Excellent communication (verbal and written) and customer management skills
  • Knowledge of logging systems, such as Windows Event Viewer, Syslog, R Syslog, & Syslog-ng 
  • System administration level skills such as OS updates, installing packages, enabling/disabling services, creating users & groups and managing file system permissions
  • Knowledge of SSH, creating and managing key-pairs, managing known hosts and troubleshooting connections using the SSH -v option.
  • Comfortable with basic scripting and programming (Java, C , Python, Powershell, Bash, etc).
  • Extensive experience with Kubernetes and Docker setup, configuration, troubleshooting, tuning and infrastructure. 
  • Strong knowledge of TCP/IP, ping, traceroute, Netcat, TCP dump, Wireshark, ns lookup, etc. 
  • Thrive in a fast-paced, high-growth, rapidly changing environment with the ability to work with and deeply understand a new product or service.
  • Ability to support multiple international time zones.

Education:Bachelor's degree in Engineering or Computer Science or similar degree or equivalent work experience.

About Us

Sumo Logic, Inc. (NASDAQ: SUMO) empowers the people who power modern, digital business. Through its SaaS analytics platform, Sumo Logic enables customers to deliver reliable and secure cloud-native applications. The Sumo Logic Continuous Intelligence Platform™ helps practitioners and developers ensure application reliability, secure and protect against modern security threats, and gain insights into their cloud infrastructures. Customers around the world rely on Sumo Logic to get powerful real-time analytics and insights across observability and security solutions for their cloud-native applications. For more information, visit www.sumologic.com.

#LI - Remote

Job Summary

JOB TYPE

Full Time

INDUSTRY

IT Outsourcing & Consulting

POST DATE

07/27/2022

EXPIRATION DATE

11/16/2022

WEBSITE

sumologic.com

HEADQUARTERS

REDWOOD CITY, CA

SIZE

500 - 1,000

FOUNDED

2010

TYPE

Public

CEO

RAMIN SAYAR

REVENUE

$200M - $500M

INDUSTRY

IT Outsourcing & Consulting

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The following is the career advancement route for Technical Support Engineer positions, which can be used as a reference in future career path planning. As a Technical Support Engineer, it can be promoted into senior positions as a Technical Support Analyst III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Technical Support Engineer. You can explore the career advancement for a Technical Support Engineer below and select your interested title to get hiring information.

If you are interested in becoming a Technical Support Engineer, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Technical Support Engineer for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

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Responsible for providing technical support to clients in person and remotely.

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Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

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Technical support engineers need to rise above, and not respond with anger or frustration.

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Technical support specialists provide assistance to customers experiencing technical, software and hardware problems.

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They ensure that all technical aspects are functioning optimally.

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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Technical Support Engineer jobs

Taking ownership of customer issues reported and seeing problems through to resolution

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Patience, friendliness, and clear, non-technical communication are necessary to ensure customers don’t feel frustrated or talked down to.

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A Technical Support Engineer provides customer service for computer hardware and software.

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Technical support engineers require a variety of hard skills and soft skills.

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A Technical Support Engineer duties and responsibilities may revolve around maximizing computer system capabilities and making recommendations.

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Step 3: View the best colleges and universities for Technical Support Engineer.

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