[Hiring] Technical Support Engineer @ScienceLogic

Role Description

ScienceLogic is looking for a Technical Support Engineer (TSE) to provide high quality, enterprise level, technical support on ScienceLogic products for our customers, partners and other ScienceLogic team members.

• Acts as a Tier 2 escalation point for advanced customer issues
• Assists with all support cases during periods of heavy volume
• Leads support efforts for customers who have been determined to have Critical value
• Coordinates with Customer Success Managers to address any technical issues impacting a Customer’s success
• Actively engages Technical Support personnel to ensure proper handling of customer questions and issues to which they have been assigned
• Escalates software bugs or feature enhancements to ScienceLogic’s research, development, and product management teams
• Acts as a subject matter expert in more than one area of the product
• Autonomously works on projects and more complex assignments with tangible results delivering benefits to the organizations
• Proactively looks for ways to improve processes and innovate the support experience
• Builds relationships and partnerships with other ScienceLogic teams
• Mentors and trains new team members
• Proactively shares information and expertise regarding recent fixes, and best practices
• Provides on-call and shift coverage as required

Qualifications

• 2+ years prior experience in the support of complex, Linux based enterprise software applications
• 2+ years experience supporting Kafka, Kubernetes & Docker components as part of a larger solution, both On Prem and within AWS environments
• 2+ years SQL experience. You should be able to construct complex SQL statements to query and occasionally update information in a MariaDB/MySQL database
• 2+ years Linux administration. Must be familiar with common administrative commands as well as able to write scripts in one of the major shells
• 2+ years SNMP experience. Must demonstrate familiarity with snmpwalk, mibs and oids
• 2+ years networking experience. Must demonstrate experience with firewalls, routers and general network fundamentals
• Practical experience with DRBD, Corosync and Pacemaker highly desired
• Practical experience with PHP and/or Python is a plus
• Ability to function effectively as Lead in escalated cases working directly with customers and coordinating internal effort to address customer issues
• Ability to multi-task and manage multiple priorities in a fast-paced environment
• Ability to diagnose and solve complex technical issues
• Ability to professionally perform and communicate in stressful and high impacting situations

Benefits

• A remote-first culture - work from home or come into the office, it's totally up to you.
• Comprehensive medical, dental and vision plans.
• 401(k) plan with employer match.
• Flexible Paid Time Off (FTO) so that you can take the time that you need to re-energize.
• Volunteer Time Off (VTO) - take two days off per calendar year to volunteer with your preferred charitable organization.
• 5-year Service Milestone Sabbatical.
• Paid parental leave.
• Generous employee referral bonus program.
• Pet insurance.
• HQ Office centrally located in Reston Town Center featuring a well-stocked kitchen with rotating snacks and beverages, and catered lunch on Thursdays.
• Regular virtual company-wide events, including cooking classes, yoga, meditation and more.
• The opportunity to learn and develop from some of the best and brightest minds in the industry!