Lead Technical Support Engineer at Sumo Logic
Redwood City, CA, US
In June 2017, Sumo Logic announced another $75M funding round led by Sapphire Ventures, with participation from new and existing investors including DFJ Growth, Greylock Partners, Sequoia Capital, and others ( https://www.sumologic.com/press/2017-06-27/75-million-funding-round/). This brings our total funding to $235.5M to date. Sumo Logic’s business has scaled significantly, tripling both our annual recurring revenue and customer count to over 1,500 customers, reflecting every major vertical and company size.
Who Are We?
We are 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. Our mission is to democratize analytics, making it accessible, simple and powerful for businesses of all sizes to build, run and secure their organizations. With Sumo Logic, customers can harness the power of machine data to gain operational business and customer insights that lead to competitive advantage and differentiated customer experience.
What Do We Do?
Sumo Logic was founded in 2010 by experts in log management, scalable systems, big data, and security. We imagined a world of Yottabyte-scale machine data, where machine learning algorithms and advanced analytics could make sense of it all. Today, our purpose-built, cloud-native service analyzes more than 100 petabytes of data, more than 16 million searches, and delivers 10s of millions of insights daily – positioning Sumo among the most powerful machine data analytics services in the world. Our customers around the globe rely on Sumo Logic for the analytics and insights to build, run and secure their modern applications and cloud infrastructures. With Sumo Logic, customers gain a service-model advantage to accelerate their shift to continuous innovation, increasing competitive advantage, business value, and growth.
As a Lead Technical Support Engineer, you will be responsible for providing frontline hands-on technical support of the Sumo Logic service to customers, partners and internal Sumo Logic teams. You will focus on assisting customers by quickly assessing and troubleshooting issues, documenting product enhancements or defects, and providing best practice advice around the implementation and use of the Sumo Logic service. The successful candidate for this job will have a strong technical aptitude along with a strong self-starting, proactive mentality. You’re going to be dealing with quite technical users and complex issues, but you’re also tasked with creating excitement and loyalty in the customers you interact with.
Manage customer issues and questions related to the installation, configuration, and implementation of the Sumo Logic service and ensure SLAs are being met..
Validate customer reported software defects and enhancement requests; work closely with the Engineering and Product Management teams on timely workarounds and fixes to the product.
Write and review technical knowledge base articles, solutions, FAQs, and script examples for publication to a customer and company knowledge system.
Be a technical leader and help further develop the technical skills within the global Sumo Logic Support team.
Be an escalation point for critical issues affecting high-value customers, partnering with Customer Success/Support, Technical Account Management, Services or other resources as needed to resolve.
Identify trends in the support requests being received, report and collaborate with the Engineering and Product Management teams during planning sessions.
Participate in occasional on-call 24 x 7 support for high priority and high-value customers.
5+ years experience with support or operations of SaaS-based enterprise software solutions.
Intermediate to Advanced Unix/Linux System and/or Windows Server Administration experience.
Experience with web technologies and cloud hosting services such as AWS, Google Cloud, or Azure.
Familiar with the use of automation/configuration management tools such as Chef, Puppet, Ansible, etc..
Excellent communication and customer management skills, with the ability to be a good listener, and fully understand a customer problem.
Expert troubleshooting skills. You are creative and tenacious in finding solutions to undocumented issues.
Knowledge of logging systems, such as Windows Event Viewer, Syslog, Rsyslog, & Syslog-ng.
Comfortable with basic scripting and/or programming (Java, Python, Powershell, Bash, etc).
TCP/IP based networking and troubleshooting experience.
Strong understanding of pattern matching using regular expressions. (RegEx)
Thrive in a fast-paced, rapidly changing environment and have a "do what it takes to get things done" attitude.
Have a passion for learning new technologies and sharing what you learn.