Technical Support Engineer

*This position can be remote*

Who we are…

In a world of constant change, we're leading the charge towards truly autonomous enterprises. Our cutting-edge platform harnesses the power of automation and generative AI to revolutionize how businesses manage and optimize their IT operations.

We're not just adapting to digital transformation—we're accelerating it. Our solutions bring business and operations leaders together, unlocking new levels of innovation, efficiency, and scalability. We empower organizations to deliver superior customer experiences and drive revenue growth in an always-on, always-mobile world.

At ScienceLogic, we're building the foundation for Autonomic IT—a future where IT operations are self-healing, self-optimizing, and aligned perfectly with business objectives. Our team of visionaries is reshaping the $18+ billion IT operations market, creating cost-optimized, efficient, and next-level capabilities for enterprises worldwide.

The Customer Success team is composed of groups of highly intelligent and innovative Technical Support Engineers and Customer Success Managers who are dedicated to delivering a customer experience second to none. Each team member is as unique as the projects we work on, but one thing remains the same – our commitment and passion to delivering outstanding support and cutting-edge technology solutions for hybrid cloud network monitoring. 

 

What we’re looking for…

ScienceLogic is looking for a (Associate) Technical Support Engineer (TSE) to provide high quality, enterprise level, technical support on our Restorepoint products for our customers, partners and other ScienceLogic team members. Restorepoint is a device configuration backup and restore solution for hybrid IT environments.

Candidates who excel in Technical Support positions possess excellent knowledge of systems and networks along with an enthusiasm to rapidly learn the newest technologies. You enjoy working with people to debug intricate problems, have impeccable communication skills (written and verbal), and are real team players who thrives in a collaborative environment to deliver outstanding customer experiences.

 

What you’ll be doing…

We know you love a challenge. And so do we. The entire ScienceLogic team is committed to re-inventing the way organizations everywhere monitor their infrastructure; and as part of the Technical Support team, you’ll have the unique opportunity to provide technical support for our Restorepoint network configuration management tool.

Restorepoint provides script-free network automation for more than 100 network, security, and storage vendors. Deployed in less than an hour, Restorepoint helps customers, managed service providers and IT support businesses to substantially lower their exposure to often unforeseen security, compliance, and availability risks.

The (Associate) Technical Support Engineer provides support for ScienceLogic’s entire Restorepoint product suite. 

• Acts as a Tier 2 escalation point for all 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.

 

Qualities you possess…

The key to being successful in the (Associate) Technical Support Engineer role within ScienceLogic is being an analytical thinker and an excellent communicator. You must be passionate about helping customers be successful with Restorepoint. The following skills and experience are also necessary:

 

• 3+ years prior experience in the support of complex, Linux based enterprise software applications.
• 3+ years Linux administration. Must be familiar with common administrative commands as well as able to write scripts in one of the major shells.
• 3+ years networking experience. Must demonstrate experience with firewalls, routers, packet sniffers and general network fundamentals (Cisco, Check Point, Juniper, HP).
• 2+ years MySQL, PostgreSQL, SQLite experience. You should be able to construct SQL statements to query and occasionally update information in a MySQL database.
• 2+ years SNMP experience. Must demonstrate familiarity with snmpwalk, mibs and oids.
• Detailed understanding of Server virtualization (VMware, Hyper-V, AWS).
• One or more scripting/programming languages (Bash/POSIX, Perl, Python, C, Go, PHP) – Experience with LUA would be a distinct advantage.
• 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.

 

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At ScienceLogic, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which you are applying.

 

About ScienceLogic

ScienceLogic empowers intelligent, automated IT operations, freeing up time and resources, and driving business outcomes with actionable insights. ScienceLogic’s AIOps platform sees broadly across clouds and on-premises, enabling business service visibility with relationship mapping, and workflow automation to eliminate manual tasks. Trusted by thousands of organizations across the globe, ScienceLogic’s technology has been proven for scale by the world’s largest service providers, enterprises and government agencies.

 

www.sciencelogic.com

 

All ScienceLogic employees have the responsibility to protect information assets, adhere to access controls, report suspicious activity, and comply with security and privacy policies.

 

#LI-Remote

 

•

Last updated on Aug 27, 2024