We love going to work and think you should too. We hold our company culture near and dear – it represents an intermix between passion for leadership and passion for an active, healthy life centered around family and friends. LogicMonitor represents community, collaboration and camaraderie.
Situated in Waterloo, our office is easily accessible by public transportation including train, tube, bus and Overground. Snacks are plentiful, as are the opportunities to do fun things such as company-sponsored recreational activities like yoga, football, and Crossfit. When you join LogicMonitor’s London team, you will be working alongside some of the brightest minds with 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:
A Technical Support Engineer - APM is a primary contact for support for APM issues and a key contributor to LM customer experience. The TSE - APM 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:
- Escalation (“backline”) support for more challenging APM issues, helping set up test scenarios for reproduction and submission to Development/Product.
- Contribute to methodologies, best practices, and techniques to improve our support process.
- Interact with customers via chat, ticket or screenshare regarding issues.
- Maintain strong working knowledge of released products, provide feedback/training on new features, and participate in pre-release activities and BETA programs.
- Contribute to efficiency improvements from reducing customer issues to increasing team productivity through product changes and knowledge creation. Develop documentation for workarounds, KB’s and diagnostics.
- Support testing and deployment of internal system tools, including extensions of internally managed support lab infrastructure.
- Provide input on product refinements and additions
What You'll Need:
- Bachelors Degree, or equivalent experience.
- Previous experience in a Technical Support with Development experience.
- 3+ years of experience in Linux/Windows/Network administration/operations.
- Minimum 2 years of APM, Container and Cloud Platform experience.
- Advanced understanding of scripting, and comfort writing scripts in Java, .NET, PowerShell or Python.
- Strong understanding of REST API and HTTP.
- Experience with managing or administering server application/services, eg. LAMP, IIS, MySQL, MSSQL.
- Observability and monitoring domain expertise, with a deep focus on Open Telemetry, APM, logs, and AIOps.
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.
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