Senior Technical Support Engineer

Sumo Logic

Senior Technical Support Engineer resolving complex technical issues on Sumo Logic’s platform. Collaborating with global teams to ensure seamless customer support across EMEA regions.

Posted 7/17/2026full-timeRemote • 🇮🇪 IrelandSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting complex technical issues across cloud-native architectures, particularly within Sumo Logic’s platform. Proficient in managing high-severity incidents and ensuring effective communication with customers while driving improvements in support metrics.

Highest-signal resume keywords

Technical Support ExperienceCloud Environments (AWS)Log ManagementScripting (Python, Bash)Incident Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingDistributed SystemsNetworking FundamentalsLinux/Unix SystemsAPIs and IntegrationsData Pipeline AnalysisPerformance DiagnosisCloud SIEM CapabilitiesRoot Cause AnalysisAutomation

Soft Skills

Analytical SkillsProblem-SolvingCommunication Skills

Tools & Technologies

Sumo LogicObservability PlatformsAI ToolsAutomation Tools

Industry Keywords

SaaS EnvironmentData ResidencyData SovereigntyJurisdictional ControlsRegionally Isolated Cloud Deployments

Tech Stack

Tools & technologies

AWSCloudDistributed SystemsDNSLinuxPythonTCP/IPUnix

About the role

Key responsibilities & impact

Own and resolve complex technical issues across Sumo Logic’s platform, including ingestion pipelines, search, analytics, and Cloud SIEM capabilities
Act as an escalation point for high-severity (P1/P2) issues, driving cross-functional alignment with Engineering, SRE, and Product teams
Ensure timely and high-quality communication to customers throughout the lifecycle of an issue
Troubleshoot across cloud-native architectures (AWS, APIs, containers, networking, log ingestion)
Diagnose performance issues such as slow queries, ingestion delays, and data pipeline failures
Analyze logs, metrics, and system behavior to identify root causes and recommend solutions
Develop and maintain deep expertise in Sumo Logic’s platform and integrations
Serve as a trusted advisor to customers, ensuring fast time-to-resolution and reduced customer effort
Partner with Customer Success and Professional Services to support customer health and retention
Support customers across EMEA time zones, partnering with global teams in a follow-the-sun model
Drive improvements in key support metrics such as time to resolution (TTR), backlog reduction, and SLA adherence
Contribute to knowledge base articles, runbooks, and automation to scale support delivery
Identify opportunities for AI, automation, and tooling to improve efficiency and responsiveness
Identify trends in support requests, and report and collaborate with the Engineering and Product Management teams during planning sessions
24/7 on call rotation

Requirements

What you’ll need

5–8+ years of experience in technical support, site reliability engineering, or related roles in a SaaS environment
Strong troubleshooting skills across distributed systems and cloud environments (AWS preferred)
Experience with log management, observability, or SIEM platforms
Proficiency in one or more of the following:
Networking fundamentals (TCP/IP, DNS, HTTP/S)
Linux/Unix systems
APIs and integrations
Scripting (Python, Bash, etc.)
Experience managing high-severity incidents and customer escalations
Strong analytical, problem-solving, and communication skills.
Experience supporting environments with strict data residency, data sovereignty, and jurisdictional controls
Understanding of regionally isolated cloud deployments (e.g., EU Sovereign Cloud) and associated operational constraints
Ability to troubleshoot issues in air-gapped or restricted-access environments with limited tooling and connectivity.

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options