Sr. Technical Support Engineer

Who we are…

In a world of constant change, we're leading the charge towards truly autonomous enterprises. Our cutting-edge platform harnesses the power of automation and generative AI to revolutionize how businesses manage and optimize their IT operations.

We're not just adapting to digital transformation—we're accelerating it. Our solutions bring business and operations leaders together, unlocking new levels of innovation, efficiency, and scalability. We empower organizations to deliver superior customer experiences and drive revenue growth in an always-on, always-mobile world.

At ScienceLogic, we're building the foundation for Autonomic IT—a future where IT operations are self-healing, self-optimizing, and aligned perfectly with business objectives. Our team of visionaries is reshaping the $18B IT operations market, creating cost-optimized, efficient, and next-level capabilities for enterprises worldwide.

What we’re looking for…

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. Our Technical Support Engineers possess excellent knowledge of systems, network and application monitoring tools along with the drive to rapidly learn the newest technologies. Impeccable communication skills (written and verbal) focused on sustaining market leading customer loyalty is a key requirement for this position.

What you’ll be doing…

We know you love a challenge, and so do we. The entire ScienceLogic team is committed to re-inventing the way organizations everywhere monitor their networks; and as part of the Technical Support team, you’ll have the unique opportunity to provide technical support for our cutting-edge hybrid cloud network monitoring software. The Sr.Technical Support Engineer provides support for ScienceLogic’s entire product suite.

• 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

• Work during IST or GMT business hours & provide weekend on-call and shift coverage as required

Qualities you possess…

The key to being successful in the Sr. Technical Support Engineer role within ScienceLogic is being an analytical thinker

and an excellent communicator. You must be passionate about helping customers be successful with SL1. The following

skills and experience are also necessary:

• 5+ 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

• 3+ 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

• 2+ years prior experience with any monitoring tool (EM7/SL1 Preferred)

• 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

About ScienceLogic

ScienceLogic is the global leader in hybrid IT monitoring for the network of everything. Over 20,000 global service providers, enterprises, and government organizations rely on ScienceLogic to significantly enhance IT efficiency, optimize operations, and ensure business continuity. ScienceLogic is the first monitoring solution to provide a comprehensive view of all IT components through a single pane of glass, whether they reside in a public cloud environment or on premises. With over 1,500 dynamic management apps and custom dashboarding capabilities, we deliver the scale, resiliency, and automation needed to simplify the constantly evolving task of managing IT resources, services, and applications.

www.sciencelogic.com