ScienceLogic

Senior Technical Support Engineer

ScienceLogic

full-time

Posted on:

Location Type: Hybrid

Location: Reston • Virginia • 🇺🇸 United States

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Job Level

Senior

Tech Stack

AWSDockerFirewallsKafkaKubernetesLinuxMariaDBMySQLPHPPythonSQL

About the role

  • Acts as a Tier 2 escalation point for advanced customer issues
  • Assists with all support cases during periods of heavy volume
  • Leads support efforts for customers who have been determined to have Critical value
  • Coordinates with Customer Success Managers to address any technical issues impacting a Customer’s success
  • Actively engages Technical Support personnel to ensure proper handling of customer questions and issues to which they have been assigned
  • Escalates software bugs or feature enhancements to ScienceLogic’s research, development, and product management teams
  • Acts as a subject matter expert in more than one area of the product
  • Autonomously works on projects and more complex assignments with tangible results delivering benefits to the organizations
  • Proactively looks for ways to improve processes and innovate the support experience
  • Builds relationships and partnerships with other ScienceLogic teams
  • Mentors and trains new team members
  • Proactively shares information and expertise regarding recent fixes, and best practices
  • Provides on-call and shift coverage as required

Requirements

  • 5+ years prior experience in the support of complex, Linux based enterprise software applications
  • 5+ years experience supporting Kafka, Kubernetes & Docker components as part of a larger solution, both On Prem and within AWS environments
  • 5+ years SQL experience. You should be able to construct complex SQL statements to query and occasionally update information in a MariaDB/MySQL database
  • 5+ years Linux administration. Must be familiar with common administrative commands as well as able to write scripts in one of the major shells
  • 5+ years SNMP experience. Must demonstrate familiarity with snmpwalk, mibs and oids
  • 5+ years networking experience. Must demonstrate experience with firewalls, routers and general network fundamentals
  • 5+ years prior experience with any monitoring tool (EM7/SL1 Preferred)
  • Practical experience with DRBD, Corosync and Pacemaker highly desired
  • Practical experience with PHP and/or Python is a plus
  • Ability to function effectively as Lead in escalated cases working directly with customers and coordinating internal effort to address customer issues
  • Ability to multi-task and manage multiple priorities in a fast-paced environment
  • Ability to diagnose and solve complex technical issues
  • Ability to professionally perform and communicate in stressful and high impacting situations
Benefits
  • A remote-first culture - work from home or come into the office, it's totally up to you.
  • Comprehensive medical, dental and vision plans.
  • 401(k) plan with employer match.
  • Flexible Paid Time Off (FTO) so that you can take the time that you need to re-energize.
  • Volunteer Time Off (VTO) - take two days off per calendar year to volunteer with your preferred charitable organization.
  • 5-year Service Milestone Sabbatical.
  • Paid parental leave.
  • Generous employee referral bonus program.
  • Pet insurance.
  • HQ Office centrally located in Reston Town Center featuring a well-stocked kitchen with rotating snacks and beverages, and catered lunch on Thursdays.
  • Regular virtual company-wide events, including cooking classes, yoga, meditation and more.
  • The opportunity to learn and develop from some of the best and brightest minds in the industry!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Linux administrationSQLKafkaKubernetesDockerSNMPnetworkingmonitoring toolsDRBDPHP
Soft skills
leadershipmulti-taskingproblem-solvingcommunicationmentoringrelationship buildingprocess improvementautonomycustomer engagementtraining