Technical Success Engineer

• Working with customer support tickets in our Salesforce Service Cloud ticketing system
•  Providing enterpriselevel 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

• 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
•  CustomerCentric Approach Passion for customer satisfaction and problemsolving 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 eg Zoom or written media
•  Strategic ProblemSolving 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 fastpaced highgrowth rapidly changing environment with the ability to work with and deeply understand a new product or service Utilize Sumooffered 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 eg Splunk Data Dog Elastic New Relic Appdynamics VMWare Tanzu
•  Indepth Knowledge of Logging Systems Proficiency in systems like Windows Event Viewer Syslog R Syslog  Syslogng
•  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 TCPIP 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