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Sumo Logic

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4.0

based on 13 Reviews

29 Sumo Logic Jobs

Senior Technical Success Engineer

Sumo Logic

4.0

based on 13 Reviews

2-5 years

Hyderabad / Secunderabad

1 vacancy

Senior Technical Success Engineer

Sumo Logic

posted 11d ago

Job Role Insights

Flexible timing

Key skills for the job

Data Analytics Event Management SQL Customer Support Product Management C++

+ 2 more

Job Description

As 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 zones

Desired 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 required

Travel Requirements

Minimal, but generally once a quarter to once a year (1-5%) for corporate training and mandatory meetings.

Education

Bachelors or Masters 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.

Employment Type: Full Time, Permanent

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