Technical Support Engineer
Core
Front-line technical support contact for LogicMonitor's AI-first hybrid observability platform, resolving customer issues across on-premises, cloud, and edge environments.
Role type
Senior IC Technical Support Engineer
Builds
Customer case resolution and product feedback loops for IT infrastructure management
Domain
IT Infrastructure Management (ITIM), Cloud, Observability
Deliverable
client delivery
Required skills
Troubleshooting methodology, Scripting, Linux/Windows administration, Network administration, Container technology (Docker/Kubernetes), Cloud platforms (AWS/Azure), SaaS ITIM product support
Preferred skills
Customer advocacy, Product education
Responsibilities
Log and own incoming support cases from receipt to resolution, Resolve customer problems and educate users on product functionality, Serve as liaison between customers and product/development teams for escalated issues, Collaborate across teams to ensure timely resolution, Maintain high proficiency with the product and supporting technologies
Seniority
Mid-Senior, hands-on IC
