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b'\n\t\t\tTitle: Sr. Technical Support Engineer\nLocation: Reston, VA or Remote\n*This position can be remote within US*\nWhat we\xe2\x80\x99re looking for \nScienceLogic is looking for a Sr. Technical Support Engineer (TSE) to provide high quality, enterprise level, technical support on ScienceLogic products for our customers, partners and other ScienceLogic team members.\nOur Technical Support Engineers possess excellent knowledge of systems, network and application monitoring tools along with the drive to rapidly learn the newest technologies. Impeccable communication skills (written and verbal) focused on sustaining market leading customer loyalty is a key requirement for this position.\nWho we are \nThe Customer Success team is composed of groups of highly intelligent and innovative Technical Support Engineers and Customer Success Managers who are dedicated to delivering a customer experience second to none. Each team member is as unique as the projects we work on, but one thing remains the same our commitment and passion to delivering outstanding support and cutting-edge technology solutions for hybrid cloud network monitoring.\nWhat you\xe2\x80\x99ll be doing \nWe know you love a challenge. And so do we. The entire ScienceLogic team is committed to re-inventing the way organizations everywhere monitor their networks; and as part of the Technical Support team, you\xe2\x80\x99ll have the unique opportunity to provide technical support for our cutting-edge hybrid cloud network monitoring software. The Sr. Technical Support Engineer provides support for ScienceLogic\xe2\x80\x99s entire product suite.\n\nActs as a Tier 2 escalation point for advanced customer issues\nAssists with all support cases during periods of heavy volume\nLeads support efforts for customers who have been determined to have Critical value\nCoordinates with Customer Success Managers to address any technical issues impacting a Customer\xe2\x80\x99s success\nActively engages Technical Support personnel to ensure proper handling of customer questions and issues to which they have been assigned\nEscalates software bugs or feature enhancements to ScienceLogic\xe2\x80\x99s research, development, and product management teams\nActs as a subject matter expert in more than one area of the product\nAutonomously works on projects and more complex assignments with tangible results delivering benefits to the organizations\nProactively looks for ways to improve processes and innovate the support experience\nBuilds relationships and partnerships with other ScienceLogic teams\nMentors and trains new team members\nProactively shares information and expertise regarding recent fixes, and best practices\nProvides on-call and shift coverage as required\n\nQualities you possess \nThe key to being successful in the Sr. 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 SL1. The following skills and experience are also necessary:\n\n5+ years prior experience in the support of complex, Linux based enterprise software applications\n5+ years experience supporting Kafka, Kubernetes & Docker components as part of a larger solution, both On Prem and within AWS environments\n5+ years SQL experience. You should be able to construct complex SQL statements to query and occasionally update information in a MariaDB/MySQL database\n5+ years Linux administration. Must be familiar with common administrative commands as well as able to write scripts in one of the major shells\n5+ years SNMP experience. Must demonstrate familiarity with snmpwalk, mibs and oids\n5+ years networking experience. Must demonstrate experience with firewalls, routers and general network fundamentals\nPractical experience with DRBD, Corosync and Pacemaker highly desired\nPractical experience with PHP and/or Python is a plus\nAbility to function effectively as Lead in escalated cases working directly with customers and coordinating internal effort to address customer issues\nAbility to multi-task and manage multiple priorities in a fast-paced environment\nAbility to diagnose and solve complex technical issues\nAbility to professionally perform and communicate in stressful and high impacting situations\n\nBenefits & Perks\n\nA remote-first culture \xe2\x80\x93 work from home or come into the office, it\xe2\x80\x99s totally up to you.\nComprehensive medical, dental and vision plans.\n401(k) plan with employer match.\nFlexible Paid Time Off (FTO) so that you can take the time that you need to re-energize.\nVolunteer Time Off (VTO) \xe2\x80\x93 take two days off per calendar year to volunteer with your preferred charitable organization.\n5-year Service Milestone Sabbatical.\nPaid parental leave.\nGenerous employee referral bonus program.\nPet insurance.\nHQ Office centrally located in Reston Town Center featuring a well-stocked kitchen with rotating snacks and beverages, and catered lunch on Thursdays.\nRegular virtual company-wide events, including cooking classes, yoga, meditation and more.\nThe opportunity to learn and develop from some of the best and brightest minds in the industry!\n\nDon\xe2\x80\x99t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At ScienceLogic, we are dedicated to building a diverse, inclusive and authentic workplace, so if you\xe2\x80\x99re excited about this role but your past experience doesn\xe2\x80\x99t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.\nAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which you are applying.\nAbout ScienceLogic\nScienceLogic is a leader in IT Operations Management, providing modern IT operations with actionable insights to resolve and predict problems faster in a digital, ephemeral world. Its solution sees everything across cloud and distributed architectures, contextualizes data through relationship mapping, and acts on this insight through integration and automation.\nwww.sciencelogic.com\n#LI-Remote\n\t\t'