Technical Support Engineer II

Technical Support Engineer II

LogicMonitor | Pune, MH, IN

Posted 13 days ago

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About Us

LogicMonitor is the leading SaaS based performance monitoring platform for enterprise IT.

We are a company of fun-loving, hard-working achievers. We love going to work and think you should too. We hold our company culture near and dear — we are customer-obsessed, work as one team, and strive to be better every day. These are our core values. So it's no surprise that we work hard and genuinely have fun working with each other to achieve great things together.

LogicMonitor is an equal opportunity employer. We’re committed to creating an inclusive environment for all our employees, where different backgrounds and perspectives are valued and encouraged - regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

We operate with integrity, esteem diversity and treat each other fairly and with respect. And we’re doing that while nurturing consideration for humanity. We give back to our community and encourage all people to come as they are and find their own version of personal and professional harmony here. We hear time and time again that our awesome people are a huge part of why LMers chose LogicMonitor, love their teams, and choose to stay.

You'll be working in a major tech center of Pune, India. When you join LogicMonitor, you’ll be working alongside some of the brightest minds in one of the fastest growing global software firms. We are looking for you to bring your expertise, drive, and passion. This is your chance to join us on our journey as we expand our global presence and achieve record-breaking success.

What You'll Do

The TSE II is a front-line technical support contact for LM product users and a key contributor to LM customer experience. As the primary interface on incoming technical support issues, the TSE will log and own incoming support tickets from receipt to 100% resolution. The TSE II will contribute to the product experience through resolving customer problems, educating users on LM functionality and providing useful solutions within the product to the customer.

Here's a Closer Look At This Key Role
  • Customer advocacy, collaborating across the team ensuring timely resolution to customer support situations
  • Provide initial response for incoming customer support cases via our chat or ticketing system as needed
  • Demonstrate excellence in customer case management through resolution under measured SLAs
  • Update/create documentation for internal product support articles
  • Contribute to review of new product releases, maintain a high proficiency with the product and supporting technologies
  • Serve as liaison between customers and our product/development teams for all escalated product related issues, including product enhancements, bug resolution and overall product education
  • Create a professional development plan with your manager and set goals with tangible outcomes
What You'll Need
  • 3+ yrs Experience with supporting or administering SaaS ITIM Products
  • Bachelors Degree, or equivalent experience
  • Experience in Linux/Windows/Network administration and operations.
  • Experience with monitoring solutions and associated protocols (WMI, SNMP, JDBC, HTTP, etc.)
  • Proficiency with scripting and ability to write basic scripts
  • Deep understanding/experience with cloud platforms and services: Amazon Web Services, Microsoft Azure, etc.
  • Experience with maintaining or administration of container technology(Docker/Kubernetes)
  • Excellent troubleshooting skills and methodology