Premier Support Engineer, LogicMonitor
$76.7-91k
Office located in San Jacinto Center, Austin
Hybrid observability powered by AI
Be an early applicant
Hybrid observability powered by AI
1001+ employees
Be an early applicant
$76.7-91k
Office located in San Jacinto Center, Austin
1001+ employees
Company mission
To expand what’s possible for businesses by advancing their technology.
Role
Who you are
- Bachelor Degree or equivalent experience
- Strong troubleshooting skills and methodology
- 3+ years supporting or administering SaaS ITIM products
- 3+ years of experience in Linux, Windows, network administration, including IT help desk support, or IT operations
- Proficient in scripting and able to write basic scripts
- 3+ years experience with cloud platforms (AWS, Azure, etc.)
- Familiarity with help desk tools like Zendesk or Jira
- Excellent English communication skills (written and verbal)
- Availability to work M–F: 7–4 PM CT, 8-5 PM CT, 9-6 PM CT or 10–7 PM CT
- Experience using AI tools to enhance productivity, innovation, or problem-solving
What the job involves
- As a Premier Support Engineer (PSE), you will provide dedicated support to our Premier Support customers, playing a critical role in enhancing the LM Customer Experience
- You will be the primary point of contact for incoming customer requests, own logging and managing support tickets from receipt to full resolution within defined Service Level Agreements (SLAs)
- Your contributions will include resolving customer requests, educating users on LM functionality, and delivering timely, effective solutions
- Provide technical support to LogicMonitor Premier Support customers via chat, ticket, and phone
- Act as the dedicated Premier Support Engineer for up to 8 assigned accounts
- Schedule and Lead Premier Support kickoff calls in collaboration with the Customer Success Team
- Conduct quarterly health checks for assigned accounts
- Address issues identified during health checks with scheduled remediation sessions
- Perform daily, weekly, and monthly proactive support checks to maximize value for assigned accounts
- Contribute to one operational efficiency project each quarter to enhance the Premier Support offering
- Serve as a liaison between clients and internal development for escalated issues, including product enhancements, bug resolutions, and product education
- Contribute to the Support Knowledge Base quarterly
Application process
- Anticipated Application Close Date: 2/23/26
Our take
As businesses shift from reactive to proactive monitoring, there is a need for tools which empower them to make predictions and solve problems before they start. This is what LogicMonitor supplies, through an observability platform for hybrid environments.
The company's extensive product suite encompasses monitoring of all sorts, including but not limited to network, virtual machine, database, container and SaaS. Each service supplies real-time insights and automated monitoring, with agentless architecture.
LogicMonitor is held in high regard by the industry, evidenced by its being named in the Visionary quadrant of the Gartner Magic Quadrant 2024. It has also seen significant funding which will support further development and growth for the business.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 5 rounds)
Nov 2024
$400m
GROWTH EQUITY VC
Jun 2016
$130m
GROWTH EQUITY VC
Total funding: $543m
Company HQ
Santa Barbara Downtown, Santa Barbara, CA
Leadership
Board Member at Rapid7 and Founding LP at Operator Collective. Was also a Board Member at Poema Global, and CCO, VP and Global Head of Customer Success at Slack.
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