Senior Technical Account Engineer (Remote, UK)

Sumo Logic is seeking a Senior Technical Account Engineer to provide enterprise level support to our customers & partners. You will be focused on assisting customers with technical issues resolution & advice covering simple to very complex level problems. You will participate in direct customer interactions to quickly assess & troubleshoot issues, document product enhancements or defects, & provide best practice advice around the implementation & use of the Sumo Logic service. 

Responsibilities:

• Provide hands on technical support of the Sumo Logic service to customers & partners
• Manage customer issues related to the installation, configuration, & implementation of the Sumo Logic service on a timely basis with a high level of communication & appropriate establishment of expectations
• Document defect & enhancement requests on behalf of customers
• Write & review technical knowledge base articles, solutions, & FAQs for publication to a customer & company knowledge system
• Define processes, procedures, & tools for the support team to effectively interact with customers & with other stakeholders.
• Acts as a technical leader & help further develop the technical skills within the global Sumo Logic Support team
• Acts as an escalation point for critical issues affecting high-value customers, partnering with Customer Success/Support, Technical Account Management, Services or other resources as needed
• Identifies trends in the support requests being received, report & collaborate with the Engineering & Product Management teams during planning sessions

Qualifications:

• 5+ years experience in supporting SaaS-based solutions
• Excellent communication (verbal & written) & customer management skills
• Knowledge of logging systems, such as Windows Event Viewer, Syslog, R Syslog, & Syslog-ng 
• System administration level skills such as OS updates, installing packages, enabling/disabling services, creating users & groups & managing file system permissions
• Knowledge of SSH, creating & managing key-pairs, managing known hosts & troubleshooting connections using the SSH -v option.
• Comfortable with basic scripting & programming (Java, C++, Python, Powershell, Bash, etc).
• Extensive experience with Kubernetes & Docker setup, configuration, troubleshooting, tuning & infrastructure. 
• Strong knowledge of TCP/IP, ping, traceroute, Netcat, TCP dump, Wireshark, ns lookup, etc. 
• Exposure in either developing applications or on administration side on the Cloud technology platforms - AWS, Azure or GCP

Education: Bachelor's degree in Engineering or Computer Science or similar degree or equivalent work experience. 

About Us

Sumo Logic empowers the people who power modern, digital business. Sumo Logic enables customers to deliver reliable & secure cloud-native applications through its Sumo Logic SaaS Analytics Log Platform, which helps practitioners & developers ensure application reliability, secure & protect against modern security threats, & gain insights into their cloud infrastructures. Customers worldwide rely on Sumo Logic to get powerful real-time analytics & insights across observability & security solutions for their cloud-native applications. For more information, visit www.sumologic.com.

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