Senior Technical Support Engineer, Sumo Logic
Sovereign Cloud
Continuous intelligence platform for DevSecOps
Job no longer available
Continuous intelligence platform for DevSecOps
501-1000 employees
Job no longer available
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
- 5–8+ years of experience in technical support, site reliability engineering, or related roles in a SaaS environment
- Strong troubleshooting skills across distributed systems and cloud environments (AWS preferred)
- Experience with log management, observability, or SIEM platforms
- Proficiency in one or more of the following:
- Networking fundamentals (TCP/IP, DNS, HTTP/S)
- Linux/Unix systems
- APIs and integrations
- Scripting (Python, Bash, etc.)
- Experience managing high-severity incidents and customer escalations
- Strong analytical, problem-solving, and communication skills
- Additional Requirements: Sovereign Cloud & Regulated Environments
- Experience supporting environments with strict data residency, data sovereignty, and jurisdictional controls
- Understanding of regionally isolated cloud deployments (e.g., EU Sovereign Cloud) and associated operational constraints
- Ability to troubleshoot issues in air-gapped or restricted-access environments with limited tooling and connectivity
Desirable
- Experience with observability or security platforms, including Sumo Logic or similar tools
- Familiarity with containerized environments (Kubernetes, Docker)
- Understanding of data pipelines, ingestion architectures, and large-scale distributed systems
- ITIL or incident management certifications
- Experience working in a global, follow-the-sun support model
- Fluency in English (required) and proficiency in at least one additional European language strongly preferred, such as:
- German, French, Spanish, Italian, or Dutch
- Ability to communicate complex technical concepts clearly in both written and verbal formats across multiple languages
What the job involves
- We are seeking a highly skilled Senior Technical Support Engineer to join our global support organization at Sumo Logic
- In this role, you will serve as a technical expert and escalation point, driving rapid resolution of complex customer issues while delivering an exceptional customer experience
- This role includes support for highly regulated and sovereign cloud environments, requiring adherence to strict security, compliance, and data residency requirements
- You will play a critical role in ensuring customers realize value from Sumo Logic’s platform by minimizing downtime, accelerating time to resolution, and proactively identifying and mitigating risk
- This role requires strong technical depth, customer empathy, and a passion for operational excellence
- Own and resolve complex technical issues across Sumo Logic’s platform, including ingestion pipelines, search, analytics, and Cloud SIEM capabilities
- Act as an escalation point for high-severity (P1/P2) issues, driving cross-functional alignment with Engineering, SRE, and Product teams
- Ensure timely and high-quality communication to customers throughout the lifecycle of an issue
- Troubleshoot across cloud-native architectures (AWS, APIs, containers, networking, log ingestion)
- Diagnose performance issues such as slow queries, ingestion delays, and data pipeline failures
- Analyze logs, metrics, and system behavior to identify root causes and recommend solutions
- Develop and maintain deep expertise in Sumo Logic’s platform and integrations
- Serve as a trusted advisor to customers, ensuring fast time-to-resolution and reduced customer effort
- Partner with Customer Success and Professional Services to support customer health and retention
- Support customers across EMEA time zones, partnering with global teams in a follow-the-sun model
- Drive improvements in key support metrics such as time to resolution (TTR), backlog reduction, and SLA adherence
- Contribute to knowledge base articles, runbooks, and automation to scale support delivery
- Identify opportunities for AI, automation, and tooling to improve efficiency and responsiveness
- Identify trends in support requests, and report and collaborate with the Engineering and Product Management teams during planning sessions
- 24/7 on call rotation
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
$78.3m
SERIES F
Total funding: $348.3m
Share this job
View 9 more jobs at Sumo Logic