Full-Time Technical Support Engineer

What we’re looking for…

ScienceLogic is looking for a (Associate) Technical Support Engineer (TSE) to provide high quality, enterprise level, technical support on our Restorepoint products for our customers, partners and other ScienceLogic team members. Restorepoint is a device configuration backup and restore solution for hybrid IT environments.

Candidates who excel in Technical Support positions possess excellent knowledge of systems and networks along with an enthusiasm to rapidly learn the newest technologies. You enjoy working with people to debug intricate problems, have impeccable communication skills (written and verbal), and are real team players who thrives in a collaborative environment to deliver outstanding customer experiences.

What you’ll be doing…

We know you love a challenge. And so do we. The entire ScienceLogic team is committed to re-inventing the way organizations everywhere monitor their infrastructure; and as part of the Technical Support team, you’ll have the unique opportunity to provide technical support for our Restorepoint network configuration management tool.

Restorepoint provides script-free network automation for more than 100 network, security, and storage vendors. Deployed in less than an hour, Restorepoint helps customers, managed service providers and IT support businesses to substantially lower their exposure to often unforeseen security, compliance, and availability risks.

The (Associate) Technical Support Engineer provides support for ScienceLogic’s entire Restorepoint product suite. 

• Acts as a Tier 2 escalation point for all customer issues.
• Assists with all support cases during periods of heavy volume.
• Leads support efforts for customers who have been determined to have Critical value.
• Coordinates with Customer Success Managers to address any technical issues impacting a Customer’s success.
• Actively engages Technical Support personnel to ensure proper handling of customer questions and issues to which they have been assigned.
• Escalates software bugs or feature enhancements to ScienceLogic’s research, development, and product management teams.
• Acts as a subject matter expert in more than one area of the product.
• Autonomously works on projects and more complex assignments with tangible results delivering benefits to the organizations.
• Proactively looks for ways to improve processes and innovate the support experience.
• Builds relationships and partnerships with other ScienceLogic teams.
• Mentors and trains new team members.
• Proactively shares information and expertise regarding recent fixes, and best practices.
• Provides on-call and shift coverage as required.

Qualities you possess…

The key to being successful in the (Associate) Technical Support Engineer role within ScienceLogic is being an analytical thinker and an excellent communicator. You must be passionate about helping customers be successful with Restorepoint. The following skills and experience are also necessary:

• 3+ years prior experience in the support of complex, Linux based enterprise software applications.
• 3+ years Linux administration. Must be familiar with common administrative commands as well as able to write scripts in one of the major shells.
• 3+ years networking experience. Must demonstrate experience with firewalls, routers, packet sniffers and general network fundamentals (Cisco, Check Point, Juniper, HP).
• 2+ years MySQL, PostgreSQL, SQLite experience. You should be able to construct SQL statements to query and occasionally update information in a MySQL database.
• 2+ years SNMP experience. Must demonstrate familiarity with snmpwalk, mibs and oids.
• Detailed understanding of Server virtualization (VMware, Hyper-V, AWS).
• One or more scripting/programming languages (Bash/POSIX, Perl, Python, C, Go, PHP) – Experience with LUA would be a distinct advantage.
• Ability to function effectively as Lead in escalated cases working directly with customers and coordinating internal effort to address customer issues.
• Ability to multi-task and manage multiple priorities in a fast-paced environment.
• Ability to diagnose and solve complex technical issues.
• Ability to professionally perform and communicate in stressful and high impacting situations.