Senior Technical Success Engineer

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified

As a Senior Technical Support Engineer at Sumo Logic, you will play a crucial role in empowering our customers to harness the full potential of our cutting-edge cloud technology. You will be at the forefront of solving complex challenges and driving technological advancements by providing exceptional technical support and insights. Join us and transform challenges into opportunities, enhancing customer satisfaction and shaping the future of technology.

Requirements

• 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 ambiguous situations and develop effective solutions.

Responsibilities

• 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.
• Documenting enhancements or defects in our products and advising 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.

Company Information

At Sumo Logic, we specialize in empowering the digital workforce through our advanced SaaS analytics platform, focusing on reliable and secure cloud-native applications. Our technical support team is recognized as one of our crown jewels, featuring some of the most technically adept individuals in the industry. Work here is challenging and rewarding, propelling you forward in a fast-paced and dynamic environment.