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LogicMonitor

Premier Support Engineer

Austin, TXFrom $86.6kmidAdded 1 month ago

About this role

The Premier Support Engineer at LogicMonitor will provide dedicated support to select customers, ensuring effective resolution of requests and enhancing overall customer experience. This role requires strong troubleshooting abilities and experience in supporting SaaS products within Linux and cloud environments.

What you'll do

  • Provide technical support via chat, ticket, and phone.
  • Act as the dedicated engineer for up to 8 accounts.
  • Lead kickoff calls with the Customer Success Team.
  • Conduct quarterly health checks for assigned accounts.
  • Perform proactive support checks to maximize account value.
  • Contribute to operational efficiency projects quarterly.

What they're looking for

  • Bachelor's degree or equivalent experience
  • Strong troubleshooting skills
  • 3+ years supporting SaaS ITIM products
  • Experience in Linux and Windows
  • Proficient in basic scripting
  • 3+ years with cloud platforms (AWS, Azure)
  • Familiar with help desk tools like Zendesk or Jira
  • Excellent communication skills in English

Benefits

  • Vibrant office location with views
  • High employee satisfaction ratings
  • Recognition as a Great Place To Work
  • Opportunity for personal and professional growth
  • Collaborative team environment
  • Involvement in enhancing customer experience
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LogicMonitor

LogicMonitor provides SaaS products for monitoring and managing cloud and Linux environments. The company is hiring Premier Support Engineers to deliver dedicated customer support and troubleshooting for select accounts.

View all jobs at LogicMonitor

Likely interview questions

  • Walk us through your experience supporting SaaS ITIM products. Can you describe a complex customer issue you resolved and your troubleshooting methodology?
  • You'll be managing up to 8 dedicated customer accounts with quarterly health checks and proactive monitoring. How would you prioritize and organize your time across multiple accounts?
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