Technical Support Engineer II

About Us:

We love going to work and think you should too. Our team is dedicated to trust, customer obsession, agility, and striving to be better everyday. These values serve as the foundation of our culture, guiding our actions and driving us towards excellence. We foster a culture of performance and recognition, allowing us to transform growth as we enable our employees to do the best work of their careers.

This position is located in Austin, TX. Our office is based in the vibrant San Jacinto Center downtown with breathtaking views of Lady Bird Lake. Across the globe, our Centers of Energy serve as hubs where we accelerate productivity and collaboration, inspire creativity, and cultivate a culture of connection and celebration. Our teams coordinate their time in Centers of Energy to reflect how they work best.

LogicMonitor is 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 a Technical Support Engineer II, you’ll be the front-line tech support contact, playing a vital role in delivering an outstanding customer experience. You’ll handle incoming support tickets, driving each one from receipt to resolution, and directly impacting customer satisfaction. Make your mark educating users on product functionality, troubleshooting customer issues, and providing practical solutions. You’ll also contribute to the product’s evolution by reporting bugs to the Product and Development teams and enhancing our support documentation. This position offers you a chance to make a meaningful impact on both customer success and product improvement.

Here's a closer look at this key role:

• Advocate for customers, collaborating across teams to ensure timely resolution of customer support cases.
• Respond to incoming support cases via chat or ticketing system.
• Manage customer cases effectively, meeting defined SLAs.
• Update and create internal support documentation.
• Review new product releases, maintaining strong product and technology expertise.
• Act as a liaison between customers and product/development teams for escalated issues, including enhancements and bug resolution. What You'll Need:
• Strong troubleshooting skills and methodology.
• Proficient in scripting and able to write basic scripts.
• 3+ years experience supporting or administering SaaS ITIM products.
• 3+ years experience in Linux, Windows, or Network administration.
• 3+ years experience with container technology (Docker, Kubernetes).
• 3+ years experience with cloud platforms (AWS, Azure, etc.).

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Anticipated Application Close Date: 01/06/2024

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