Sr. Technical Support Engineer

New

Skills

AWS Docker Engineer Kafka Kubernetes Linux Linux Administration Shell Scripting Sql Tech Support

Join ScienceLogic as a Sr. Technical Support Engineer and play a pivotal role in empowering enterprises to achieve truly autonomous IT operations. As part of a visionary team, you will deliver high-quality technical support for our hybrid cloud network monitoring platform, leveraging automation and generative AI to help organizations innovate, optimize, and scale. This is your opportunity to work with cutting-edge technologies, resolve complex technical issues, and make a tangible impact on customer success in an always-on, always-mobile world.

Key Responsibilities

Serve as a Tier 2 escalation point for advanced customer issues across ScienceLogic's product suite.
Lead and coordinate support efforts for critical customer accounts and high-impact cases.
Collaborate with Customer Success Managers to address technical issues affecting customer outcomes.
Act as a subject matter expert in multiple product areas, mentoring and training new team members.
Escalate software bugs and feature enhancements to research, development, and product management teams.
Drive process improvements and innovation within the support organization.
Proactively share technical expertise, best practices, and recent fixes with team members.
Provide support during business hours (IST or GMT), with on-call and shift coverage as required.

Required Skills & Qualifications

5+ years of experience supporting complex, Linux-based enterprise software applications.
2+ years of experience with Kafka, Kubernetes, and Docker in both on-prem and AWS environments.
Advanced SQL skills, including constructing complex queries in MariaDB/MySQL databases.
3+ years of Linux system administration and shell scripting expertise.
2+ years of experience with SNMP, including snmpwalk, MIBs, and OIDs.
Strong networking fundamentals, including firewalls and routers.
Experience with monitoring tools (EM7/SL1 preferred).
Practical experience with DRBD, Corosync, and Pacemaker (highly desired).
PHP and/or Python programming skills are a plus.
Excellent analytical, communication, and multitasking abilities, especially under pressure.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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