Technical Support Engineer Ii

Technical Support, Austin, TX
About Us
LogicMonitor is the leading fully automated, cloud-based infrastructure monitoring and observability platform for enterprise IT and managed service providers.
We love going to work and think you should too. We are customer obsessed, work as one agile team, and strive to be better every day while building trust. These are our core values. We foster a culture of performance and recognition, allowing us to transform growth as we enable our employees to do the best work of their careers.
This position is located in Austin, TX. Our Austin team is based downtown in the San Jacinto Center, overlooking the scenic Lady Bird Lake. We call our offices Centers of Energy, because they’re where we accelerate work, spark creativity, and ignite our culture of connection and celebration. Our teams coordinate their time in Centers of Energy to reflect how they work best.
LogicMonitor is an equal opportunity employer. We deeply care about our employees' well-being, creating an environment where everyone feels valued and respected. We celebrate the diversity of our team and are committed to fostering a culture of inclusivity. When you join LogicMonitor, you're not just an employee to us, but a valued member of our community. Come as you are, be yourself, and let's grow together.
To learn more about life at LogicMonitor, check out our Careers Page.
What You'll Do
LogicMonitor is disrupting the hybrid cloud monitoring market by changing the way businesses use disparate sources of data. We are already a leader in this space – and we started by solving the hardest, most complicated problem first. With roots in the IT Infrastructure Monitoring space, we have carved out excellent product-market fit in hybrid cloud monitoring. Our customers love LogicMonitor's ability to bring cloud and traditional IT together into one view, as seen in minimal churn rates, expansion business, and exciting new customer references. As we enter this next phase of growth, we are in search of a Technical Support Engineer II.
As the Technical Support Engineer II (TSE II) you are empowered as the front-line tech support contact for LogicMonitor customers and are a key contributor to the overall LogicMonitor customer experience. As the primary contact on incoming customer support situations, you will be driving logs and own incoming support tickets from receipt through to resolution. Make your mark by contributing to the product experience through resolving customer challenges, educating users on product functionality, and providing tactical solutions within the product. You will gain invaluable experience by championing the reporting of product bugs to our Product and Development teams as well as contribute to improving our product support documentation.
Here's a Closer Look At This Key Role

• Demonstrate excellence in customer case management through resolution under measured SLAs
• Contribute to review of new product releases, maintain a high proficiency with the product and supporting technologies
• Provide initial response for incoming customer support cases via our chat or ticketing system as needed
• Update/create documentation for internal product support articles
• Create a professional development plan with your manager and set goals with tangible outcomes
• Customer advocacy, collaborating across the team ensuring timely resolution to customer support situations
• 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

What You'll Need

• 3+ years experience in Linux/Windows/Network administration and operations.
• Excellent troubleshooting skills and methodology
• 3+ years experience with supporting or administering SaaS ITIM Products
• 3+ years experience with cloud platforms and services: AWS, Azure, etc.
• Proficiency with scripting and ability to write basic scripts
• 3+ years experience with maintaining or administration of container technology(Docker/Kubernetes)

Benefits
At LM we believe that a total rewards package should be built with the whole person in mind, so we’ve designed a total rewards package that’s almost as complex as you are. We want to support our employees to be healthy and happy!
Whether you’re working from home or one of our Centers of Energy, US benefits for LMers include but are not limited to: unlimited vacation, health, vision, and dental insurance, robust parental leave, a 401K with company matching, a monthly Work Well reimbursement, Employee Equity Program, Professional Development funds, unlimited opportunities for growth, and more.
We are committed to our employees' physical and mental health, and offer various wellness programs (including a Calm membership for you and your family!) as part of our holistic approach to employee success.
For more information on our benefits and culture, visit https://www.logicmonitor.com/careers
#BI-Hybrid
Actual base salary offered will vary depending on factors including but not limited to: location, education, experience, skills, and qualifications.
LogicMonitor also offers many competitive elements in our total compensation package for US employees, such as a bonus, MBO, or commission compensation in addition to the base pay, an equity program, 401K matching, and other rewards.
Expected Base Salary Range
$66,300—$91,200 USD
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