Premier Support Engineer

## About the Company 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 role is open to candidates based in or near Austin, TX. Our Austin office is based in the vibrant San Jacinto Center downtown with breathtaking views of Lady Bird Lake. At LogicMonitor, we hire within our Centers of Energy—vibrant locations where our teams connect, collaborate, and innovate. To learn more about life at LogicMonitor, check out our Careers Page. ## About the Role LogicMonitor® is the AI-first hybrid observability platform powering the next generation of digital infrastructure. LogicMonitor delivers complete visibility and actionable intelligence across on-premises, cloud, and edge environments. By anticipating issues before they strike, optimizing resources in real time, and enabling faster, smarter decisions, LogicMonitor helps IT and business leaders protect margins, accelerate innovation, and deliver exceptional digital experiences without compromise. 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 seventh year in a row! As a Premier Support Engineer (PSE), you will provide dedicated support to our Premier Support customers, playing a critical role in enhancing the LM Customer Experience. You will be the primary point of contact for incoming customer requests, own logging and managing support tickets from receipt to full resolution within defined Service Level Agreements (SLAs). Your contributions will include resolving customer requests, educating users on LM functionality, and delivering timely, effective solutions. Here's a closer look at this key role: - Provide technical support to LogicMonitor Premier Support customers via chat, ticket, and phone. - Act as the dedicated Premier Support Engineer for up to 8 assigned accounts. - Schedule and Lead Premier Support kickoff calls in collaboration with the Customer Success Team. - Conduct quarterly health checks for assigned accounts. - Address issues identified during health checks with scheduled remediation sessions. - Perform daily, weekly, and monthly proactive support checks to maximize value for assigned accounts. - Contribute to one operational efficiency project each quarter to enhance the Premier Support offering. - Serve as a liaison between clients and internal development for escalated issues, including product enhancements, bug resolutions, and product education. - Contribute to the Support Knowledge Base quarterly. ## What You'll Need - Bachelor Degree or equivalent experience. - Strong troubleshooting skills and methodology. - 3+ years supporting or administering SaaS ITIM products. - 3+ years of experience in Linux, Windows, network administration, including IT help desk support, or IT operations. - Proficient in scripting and able to write basic scripts. - 3+ years experience with cloud platforms (AWS, Azure, etc.) - Familiarity with help desk tools like Zendesk or Jira. - Excellent English communication skills (written and verbal). - Availability to work M–F: 7–4 PM CT, 8-5 PM CT, 9-6 PM CT or 10–7 PM CT. - Experience using AI tools to enhance productivity, innovation, or problem-solving. ## What We Offer At LogicMonitor, we believe that innovation thrives when every voice is heard and each individual is empowered to bring their unique perspective. We're committed to creating a workplace where diversity is celebrated, and all employees feel inspired and supported to contribute their best. For us, equal opportunity means fostering a truly inclusive culture where everyone has the chance to grow and succeed. We don't just open doors; we invite you to step through and be part of something bigger. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. **Work Authorization:** At this time, we are able to consider candidates who are authorized to work in the United States on a full-time, permanent basis without requiring new or initial employer-sponsored work authorization. Candidates who currently hold valid U.S. work authorization that can be transferred to a new employer (such as certain H-1B statuses) may be considered on a case-by-case basis. We are not able to provide new sponsorship for employment-based visas that require an initial petition or application by the employer.