Technical Account Engineer
Sumo Logic
full-time
Posted on:
Location Type: Remote
Location: United Kingdom
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About the role
- Advanced Technical Expertise: Hands-on keyboard experience and consultative skills.
- Strategic Adoption Drive: Facilitate training on advanced features and practices, aligning with the customer's specific usage of Sumo Logic.
- Customized Success Planning: Work closely with customers to understand their unique requirements and challenges, ensuring alignment with their expected business outcomes through a hands-on, consultative approach to build their adoption plan, then help them to achieve it and track progress.
- Risk Mitigation and Planning: Ability to identify financial and adoption risks within an account and pull the team together to create a thorough plan to turn risky situations into an advocacy scenario
- Growth Strategy Development: Collaborate with the account team to formulate and implement strategies that balance customer needs with Sumo Logic’s business growth.
- Proactive Monitoring and Support: Vigilantly monitor customer KPIs, proactively address deployment issues, and drive product roadmap suggestions from customer feedback.
- Executive Engagement: Conduct Quarterly Business Reviews and monthly health check calls, maintaining a proactive, strategic presence in the account team.
- Monitor and report on the overall well-being of customers, tracking essential health and usage indicators to reduce or eliminate churn risk
- Data Analysis: Ability to look at data and infer usage patterns
Requirements
- Extensive SaaS Experience: Proven track record in a technical role managing multiple customer accounts, preferably with a background in DevOps Engineering, SOC analysis, or similar technical positions.
- Customer-Centric Approach: Passionate about customer satisfaction and problem-solving.
- Relationship Management: Demonstrated ability in managing relationships across various levels, from technical practitioners to executives.
- Communication Excellence: Professional and clear communication skills, adept in both executive meetings and technical workshops.
- Ambiguity Navigation: Ability to work with uncertainty and proactively seek necessary support.
- Account Management Prowess: Demonstrable skills in managing multiple Accounts with a keen eye for detail.
- Familiar with Cyber Security frameworks and their applications in the secure DevOps Lifecycle
- Curiosity to learn about the customer base and curiosity to continue learning
- Monitoring Platform Experience: Proficiency in Sumo Logic or similar platforms (e.g., Splunk, Data Dog, Elastic, New Relic, Appdynamics, VMWare Tanzu).
- Cloud Services Knowledge: Hands-on experience with AWS, GCP, Azure, or other cloud services.
- Query Language Proficiency: SQL or similar query language skills.
- Security and Operations Background: Experience in monitoring and alerting in security, operations, or SecDevOps settings.
- Advanced Technologies: Kubernetes expertise (including HELM) and data analytics knowledge are highly advantageous.
- OSS skills in Otel, Prometheus, and Falco are a plus
- Sumo Logic experience is a big plus but not required.
Benefits
- Flexible, but generally once or twice a quarter (10-15%)
- Customer Visits
- Corporate Visits for Training, mandatory meetings, etc.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SaaSDevOps EngineeringSOC analysisData AnalysisSQLKubernetesHELMMonitoringData analyticsCyber Security frameworks
Soft Skills
customer satisfactionproblem-solvingrelationship managementcommunicationambiguity navigationaccount managementcuriositystrategic presenceconsultative approachrisk mitigation