Technical Support Engineer II

$65,000 - $70,000/Yr

Logicmonitor - Austin, TX

Full-time - Mid Level

Austin, TX

Professional, Scientific, and Technical Services

About the position

As a Technical Support Engineer II at LogicMonitor, you will serve as the front-line tech support contact, playing a crucial role in delivering exceptional customer experiences. This position involves managing incoming support tickets, troubleshooting customer issues, and providing practical solutions, all while advocating for customers and collaborating with various teams to ensure timely resolutions. You will also contribute to product evolution by reporting bugs and enhancing support documentation, making a meaningful impact on customer success and product improvement.

Responsibilities

• Handle incoming support tickets and drive each one from receipt to resolution.
• Educate users on product functionality and troubleshoot customer issues.
• Provide practical solutions to enhance customer satisfaction.
• Collaborate across teams to ensure timely resolution of customer support cases.
• Respond to incoming support cases via chat or ticketing system.
• Manage customer cases effectively, meeting defined SLAs.
• Update and create internal support documentation.
• Review new product releases to maintain strong product and technology expertise.
• Act as a liaison between customers and product/development teams for escalated issues.

Requirements

• Strong troubleshooting skills and methodology.
• Proficient in scripting and able to write basic scripts.
• 3+ years experience supporting or administering SaaS ITIM products.
• 3+ years experience in Linux, Windows, or Network administration.
• 3+ years experience with container technology (Docker, Kubernetes).
• 3+ years experience with cloud platforms (AWS, Azure, etc.).

Benefits

• Comprehensive health, dental and vision coverage
• Generous parental leave policies
• Access to Employee Assistance Program
• Various Wellness programs
• 401K with company matching
• Learning and development stipend
• Unlimited vacation policy