Premier Support Engineer
Core
Provide dedicated technical support and proactive health checks for up to 8 assigned LogicMonitor Premier customers via chat, ticket, and phone.
Role type
Senior IC Premier Support Engineer (SaaS ITIM)
Builds
Customer experience and operational efficiency for enterprise IT infrastructure monitoring accounts
Domain
SaaS IT Infrastructure Management (ITIM), Cloud, Linux/Windows
Deliverable
client delivery
Required skills
troubleshooting methodology, Linux administration, Windows administration, network administration, cloud platform experience (AWS/Azure), scripting, help desk tools (Zendesk/Jira)
Preferred skills
AI tools usage
Responsibilities
Resolve customer requests and manage support tickets within SLAs, conduct quarterly health checks and remediation sessions, perform proactive daily/weekly/monthly support checks, lead kickoff calls, serve as liaison for escalated issues, contribute to operational efficiency projects and knowledge base
Seniority
Mid-Senior, hands-on IC
