Technical Success Engineer

Technical Support EngineerAbout SumoLogicAt Sumo Logic we specialize in empowering the digital workforce through our advanced SaaS analytics platform focusing on reliable and secure cloud-native applications Step into the heart of innovation with our dynamic and collaborative support team As a Technical Support Engineer at SUMO Logic you will play a crucial role in empowering our customers to harness the full potential of our cutting-edge cloud technology Your expertise in logging SIEM and cloud solutions will be vital in guiding our customers toward achieving unparalleled business success You will be at the forefront of solving complex challenges and driving technological advancements by providing exceptional technical support and insights Join us and transform challenges into opportunities enhancing customer satisfaction and shaping the future of technology At SUMO Logic our technical support team is recognized as one of our crown jewels featuring some of the most technically adept individuals in the industry Work here is challenging and rewarding propelling you forward in a fast-paced and dynamic environment What You Will DoAs a Technical Support Engineer your role will involve - Working with customer support tickets in our Salesforce Service Cloud ticketing system- Providing enterprise-level support to our customers and partners focusing on technical issues related to logging metrics SIEM and cloud technologies - Engaging directly with customers to quickly assess troubleshoot and resolve issues from simple to complex ensuring effective communication and setting clear expectations - Document enhancements or defects in our products and advise on best practices for implementing and using the Sumo Logic service - Offering valuable feedback to our engineering product management and CS leadership teams based on customer interactions and experiences - Developing and refining processes procedures and tools for the support team to optimize customer interactions and stakeholder interactions - Producing Knowledge Base KB articles for common issues lacking a current KB or revising existing KB articles for the ticketing system KB and public community KB What You Will Bring With You- 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 Passion for customer satisfaction and problem-solving with the ability to manage relationships across various levels from technical practitioners to executives - Communication Excellence Possesses professional and transparent communication skills Able to deliver technical context to various stakeholder levels using remote e g Zoom or written media - Strategic Problem-Solving Ability to navigate ambiguity proactively seek necessary support and manage multiple accounts with attention to detail - Situation Management Capable of assessing client scenarios documenting issue timelines and working with executive management and product engineering towards root cause analysis and final assessments - Desire to Learn Thrive in a fast-paced high-growth rapidly changing environment with the ability to work with and deeply understand a new product or service Utilize Sumo-offered LinkedIn learning and other resources to increase technical knowledge and sharpen soft skills - Ability to support multiple international time zonesDesired Technical Qualifications- Monitoring Platform Experience Proficiency in Sumo Logic or similar platforms e g Splunk Data Dog Elastic New Relic Appdynamics VMWare Tanzu - In-depth Knowledge of Logging Systems Proficiency in systems like Windows Event Viewer Syslog R Syslog Syslog-ng - Expertise in SIEM and Cloud Technologies Strong understanding of cloud services AWS GCP Azure and security information and event management SIEM principles - Advanced Technical Skills Experience with system administration SSH management and basic scripting and programming Java C Python PowerShell Bash etc - Query Language Proficiency SQL or similar query language skills - Kubernetes and Docker Proficiency Extensive experience in setup configuration troubleshooting tuning and infrastructure management - Network Savvy Solid knowledge of TCP IP ping traceroute Netcat TCP dump Wireshark nslookup etc - OSS skills in Otel Prometheus and Falco are a plus- Sumo Logic experience is a big plus but not requiredTravel RequirementsMinimal but generally once a quarter to once a year 1-5 for corporate training and mandatory meetings EducationBachelor s or Master s degree in Engineering Computer Science or a similar field or equivalent work experience Join us at Sumo Logic and contribute to our mission of revolutionizing technical support in the digital business world with a particular focus on logging SIEM and cloud technologies About UsSumo Logic Inc empowers the people who power modern digital business Sumo Logic enables customers to deliver reliable and secure cloud-native applications through its Sumo Logic SaaS Analytics Log Platform which helps practitioners and developers ensure application reliability secure and protect against modern security threats and gain insights into their cloud infrastructures Customers worldwide rely on Sumo Logic to get powerful real-time analytics and insights across observability and security solutions for their cloud-native applications For more information visit Employees will be responsible for complying with applicable federal privacy laws and regulations as well as organizational policies related to data protection