Senior Technical Success Engineer, Sumo Logic
More information about location
Continuous intelligence platform for DevSecOps
Job no longer available
Continuous intelligence platform for DevSecOps
501-1000 employees
Job no longer available
More information about location
501-1000 employees
Company mission
TO enable organizations to transform massive amounts of data into actionable insights to prevent and remediate modern security and cloud operations challenges.
Role
Who you are
- Extensive SaaS Experience: Proven track record in a technical role managing multiple customer accounts, preferably with a background in DevOps Engineering, SOC analysis, or similar technical positions
- Customer-Centric Approach: Passion for customer satisfaction and problem-solving, with the ability to manage relationships across various levels, from technical practitioners to executives
- Communication Excellence: Possesses professional and transparent communication skills. Able to deliver technical context to various stakeholder levels using remote (e.g., Zoom) or written media
- Strategic Problem-Solving: Ability to navigate ambiguity, proactively seek necessary support, and manage multiple accounts with attention to detail
- Situation Management: Capable of assessing client scenarios, documenting issue timelines, and working with executive management and product engineering towards root cause analysis and final assessments
- Desire to Learn: Thrive in a fast-paced, high-growth, rapidly changing environment with the ability to work with and deeply understand a new product or service. Utilize Sumo-offered LinkedIn learning and other resources to increase technical knowledge and sharpen soft skills
- Ability to support multiple international time zones
- Monitoring Platform Experience: Proficiency in Sumo Logic or similar platforms (e.g., Splunk, Data Dog, Elastic, New Relic, Appdynamics, VMWare Tanzu)
- In-depth Knowledge of Logging Systems: Proficiency in systems like Windows Event Viewer, Syslog, R Syslog, & Syslog-ng
- Expertise in SIEM and Cloud Technologies: Strong understanding of cloud services (AWS, GCP, Azure) and security information and event management (SIEM) principles
- Advanced Technical Skills: Experience with system administration, SSH management, and basic scripting and programming (Java, C++, Python, PowerShell, Bash, etc.)
- Query Language Proficiency: SQL or similar query language skills
- Kubernetes and Docker Proficiency: Extensive experience in setup, configuration, troubleshooting, tuning, and infrastructure management
- Network Savvy: Solid knowledge of TCP/IP, ping, traceroute, Netcat, TCP dump, Wireshark, nslookup, etc
- OSS skills in Otel, Prometheus, and Falco are a plus
- Sumo Logic experience is a big plus but not required
- Bachelor's or Master's degree in Engineering, Computer Science, or a similar field, or equivalent work experience
What the job involves
- As a Technical Support Engineer at SUMO Logic, you will play a crucial role in empowering our customers to harness the full potential of our cutting-edge cloud technology
- Your expertise in logging, SIEM, and cloud solutions will be vital in guiding our customers toward achieving unparalleled business success
- You will be at the forefront of solving complex challenges and driving technological advancements by providing exceptional technical support and insights
- Join us and transform challenges into opportunities, enhancing customer satisfaction and shaping the future of technology
- At SUMO Logic, our technical support team is recognized as one of our crown jewels, featuring some of the most technically adept individuals in the industry
- Work here is challenging and rewarding, propelling you forward in a fast-paced and dynamic environment
- Working with customer support tickets in our Salesforce Service Cloud ticketing system
- Providing enterprise-level support to our customers and partners, focusing on technical issues related to logging, metrics, SIEM, and cloud technologies
- Engaging directly with customers to quickly assess, troubleshoot, and resolve issues from simple to complex, ensuring effective communication and setting clear expectations
- Document enhancements or defects in our products and advise on best practices for implementing and using the Sumo Logic service
- Offering valuable feedback to our engineering, product management, and CS leadership teams based on customer interactions and experiences
- Developing and refining processes, procedures, and tools for the support team to optimize customer interactions and stakeholder interactions
- Producing Knowledge Base (KB) articles for common issues lacking a current KB or revising existing KB articles for the ticketing system KB and public community KB
Salary benchmarks
Our take
Sumo Logic is a secure, cloud-native, machine data analytics service, delivering real-time, continuous intelligence from structured, semi-structured, and unstructured data across the entire application lifecycle and stack. And more than 2,000 customers around the globe rely on Sumo Logic, including Samsung, AirBnb, Grammarly, and Toyota.
Customers gain a multi-tenant, service-model advantage to accelerate their shift to continuous innovation, increasing competitive advantage, business value and growth.
After its IPO in 2020, February 2023 saw Sumo Logic agree to a $1.7 billion valued acquisition deal from Francisco Partners. This marked the beginning of an exciting new chapter for Sumo Logic, its parent company has a track record for acquiring successful tech and software businesses such as MyHeritage and Renaissance Learning. Exemplifying its potential in its new Francisco Partners era, Sumo Logic was named a "Challenger" company in the 2024 Gartner Magic Quadrant for Security Information and Event Management.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
May 2019
$110m
SERIES G
Jun 2017
$78.7m
SERIES F
Total funding: $348.7m
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