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Senior Technical Success Engineer
Sumo Logic
posted 4mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- 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
- 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
- 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
Employment Type: Full Time, Permanent
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based on 10 employees
Flexible timing
Monday to Friday
No travel
Sumo Logic Benefits
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