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 Senior Technical Support Engineer (Sr. TSE)  is a primary contact for support for escalated issues and a key contributor to LM customer experience. The Sr. TSE will use advanced observation, detection and troubleshooting methods to resolve complex escalated customer problems requiring a broad technical understanding with in-depth LogicMonitor product knowledge. 

Here's a closer look at this key role:

• "Frontline” support for incoming client issues via support ticket or chat
• Capture case and customer information to help bring customer technical issues to successful resolution under measured SLAs
• Act as Primary contact for escalated issues
• Serve as liaison between client and internal development for all escalated product related issues, including product enhancements, bug resolution and overall product educationUpdating of new organisations and contact information in Zendesk ticketing system
• Engage with customer to understand and provide support and guidance for their challenges
• Prioritise and organize client issues as well as assigned projects.
• Research, test, document, and provide training on new features for the Support Team
• Maintain strong working knowledge of released products, provide feedback/training on new features, and participate in pre-release activities and BETA programs.
• Create content to be utilised for Support Knowledge Base
• Support testing and deployment of internal system tools, including extensions of internally managed support lab infrastructure.
• Demonstrated ability to build strong rapport and credibility with customers organisations while maintaining a company internal network of contacts
• Manage multiple tasks and customer issues concurrently
• Acquire and maintain a CSAT and Support QA score above 85%

What You'll Need:

• 5-8 years’ experience in Linux, Windows, or Network administration, Technical Support or other IT Operations Support
• Bachelor's Degree in an engineering or science discipline.
• Experience with Zendesk, Jira or other help desk ticketing systems
• Experience with monitoring solutions and/or associated protocols (WMI, SNMP, JDBC, HTTP, etc.)
• Excellent written and verbal communication skills in the English language
• Strong Understanding of  HTTP, JSON, RegEx, REST APIs.
• Good Understanding and/or experience with cloud platforms and services: Amazon Web Services, Microsoft Azure, etc.
• Basic knowledge about application integrations and working experience with SaaS products
• Strong Technical and Communication skills
• Available to work shifted schedules (Tuesday - Saturday or Sunday - Thursday, Noon-9PM)

Bonus Qualifications

• Bachelor's Degree in an engineering or science discipline.
• IT certification(s): AWS Certified, Network+, MCSA or equivalent.
• Familiarity with HTTP, JSON, RegEx, REST APIs.
• Understanding and/or experience with cloud platforms and services: Amazon Web Services, Microsoft Azure, etc.
• Advanced understanding of scripting, and comfort writing scripts in Groovy, PowerShell, or Python.
• Experience with managing or administering server application/services, eg. LAMP stack, IIS, MySQL, MSSQL