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 Premier Support Engineer (SaaS ITIM)
Builds
Customer experience and operational efficiency for enterprise observability clients
Domain
IT Infrastructure Management (ITIM), Cloud Observability, SaaS
Deliverable
client delivery
Required skills
troubleshooting methodology, Linux administration, Windows administration, network administration, cloud platform management (AWS, Azure), scripting, help desk tool proficiency
Preferred skills
AI tool usage for productivity, stakeholder liaison
Technologies
LogicMonitor, Zendesk, Jira, AWS, Azure
Responsibilities
Resolve customer requests within SLAs, conduct quarterly health checks, perform proactive support checks, lead kickoff calls, serve as liaison for escalated issues, contribute to knowledge base
Seniority
Mid-Senior, hands-on IC
