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LogicMonitor
,
London, Greater London
Senior Technical Support Engineer
Overview
Job Description
About Us: LogicMonitor is the leading SaaS-based performance monitoring platform for enterprise IT. We are a company of fun-loving, hard-working achievers. We love going to work and think you should too. We hold our company culture near and dear - we are customer-obsessed, work as one team, and strive to be better every day. These are our core values. So it's no surprise that we work hard and genuinely have fun working with each other to achieve great things together. Situated in an iconic building near Leadenhall Market, our office is easily accessible by public transportation including train, tube, bus, DLR, and Overground. Snacks are plentiful, as are the opportunities to do fun things such as company-sponsored recreational activities like yoga, football, and Crossfit. When you join LogicMonitor's London team, you will be working alongside some of the brightest minds with one of the fastest growing, global software firms. We are looking for you to bring your expertise, drive, and passion. This is your chance to join us on our journey as we expand our global presence and achieve record-breaking success. What You'll Do: The Senior Technical Support Engineer (Sr. TSE) is a primary contact for support for escalated issues and a key contributor to LM customer experience. The Sr. TSEwill use advanced observation, detection and troubleshooting methods to resolve complex escalated customer problems requiring a broad technical understanding with in-depth LogicMonitor product knowledge. Here's a closer look at this keyrole: * Assist TSE with tickets escalated for more challenging issues,helping set up test scenarios for reproduction and submission to Development/Product. * Contribute to methodologies, best practices, and techniques to improve our support process. * Interact with customers via chat, phone or email regarding escalated issues. * Coach the TSE's from a technical and soft skills standpoint. * Maintain strong working knowledge of released products, provide feedback/training on new features, and participate in pre-release activities and BETA programs. * Contribute to efficiency improvements from reducing customer issues to increasing team productivity through product changes and knowledge creation.Develop documentation for workarounds, KB's and diagnostics. * Support testing and deployment of internal system tools, including extensions of internally managed support lab infrastructure. * Provide input on product refinements and additions. What You'll Need: * Previous experiences in a Technical Support role. * Bachelors Degree, or equivalent experience. * Experience in Linux/Windows/Network administration and operations. * Advanced understanding of scripting, and comfort writing scripts in Groovy, PowerShell, or Python. * Strong understanding of REST API and HTTP. * Experience with managing or administering server application/services, eg. LAMP stack, IIS, MySQL, MSSQL. * Effective listening, and ability to communicate professionally both verbally and written in English.