Sr. Technical Support Engineer

5+ years prior experience in the support of complex, Linux based enterprise software applications 5+ years experience supporting Kafka, Kubernetes & Docker components 5+ years SQL experience 5+ years Linux administration 5+ years SNMP experience 5+ years networking experience 5+ years prior experience with any monitoring tool (EM7/SL1 Preferred) Practical experience with DRBD, Corosync and Pacemaker highly desired Practical experience with PHP and/or Python is a plus Ability to function effectively as Lead in escalated cases Ability to multi-task and manage multiple priorities Ability to diagnose and solve complex technical issues Ability to professionally perform and communicate in stressful and high impacting situations

Acts as a Tier 2 escalation point for advanced 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 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 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