Premier Support Engineer
Core
Provide dedicated technical support and proactive account management for LogicMonitor's Premier Support customers, ensuring high satisfaction and operational efficiency.
Role type
Senior IC Premier Support Engineer (SaaS ITIM)
Builds
Customer success and retention for enterprise IT infrastructure monitoring accounts
Domain
SaaS IT Infrastructure Management (ITIM) / Observability
Deliverable
client delivery
Required skills
troubleshooting methodology, Linux/Windows administration, network administration, cloud platform management (AWS/Azure), scripting, help desk tool proficiency
Preferred skills
AI tool usage for productivity, stakeholder liaison skills
Technologies
LogicMonitor, AWS, Azure, Zendesk, Jira
Responsibilities
Provide technical support via chat, ticket, and phone; schedule and lead kickoff calls; conduct quarterly health checks and remediation; perform proactive support checks; serve as liaison for escalated issues; contribute to knowledge base
Seniority
Mid-Senior, hands-on IC
