Sumo Logic11 дней назад
Senior Technical Support Engineer - Sovereign Cloud
Ireland
Обязанности
- 01Own and resolve complex technical issues across Sumo Logic's platform, including ingestion pipelines, search, analytics, and Cloud SIEM capabilities
- 02Act as an escalation point for high-severity (P1/P2) issues, driving cross-functional alignment with Engineering, SRE, and Product teams
- 03Ensure timely and high-quality communication to customers throughout the lifecycle of an issue
- 04Troubleshoot across cloud-native architectures (AWS, APIs, containers, networking, log ingestion)
- 05Diagnose performance issues such as slow queries, ingestion delays, and data pipeline failures
- 06Analyze logs, metrics, and system behavior to identify root causes and recommend solutions
- 07Develop and maintain deep expertise in Sumo Logic's platform and integrations
- 08Serve as a trusted advisor to customers, ensuring fast time-to-resolution and reduced customer effort
- 09Partner with Customer Success and Professional Services to support customer health and retention
- 10Support customers across EMEA time zones, partnering with global teams in a follow-the-sun model
- 11Drive improvements in key support metrics such as time to resolution (TTR), backlog reduction, and SLA adherence
- 12Contribute to knowledge base articles, runbooks, and automation to scale support delivery
- 13Identify opportunities for AI, automation, and tooling to improve efficiency and responsiveness
- 14Identify trends in support requests, and report and collaborate with the Engineering and Product Management teams during planning sessions
Требования
- 015–8+ years of experience in technical support, site reliability engineering, or related roles in a SaaS environment
- 02Strong troubleshooting skills across distributed systems and cloud environments (AWS preferred)
- 03Experience with log management, observability, or SIEM platforms
- 04Proficiency in one or more of the following: Networking fundamentals (TCP/IP, DNS, HTTP/S)
- 05Linux/Unix systems
- 06APIs and integrations
- 07Scripting (Python, Bash, etc.)
- 08Experience managing high-severity incidents and customer escalations
- 09Strong analytical, problem-solving, and communication skills
- 10Experience supporting environments with strict data residency, data sovereignty, and jurisdictional controls
- 11Understanding of regionally isolated cloud deployments (e.g., EU Sovereign Cloud) and associated operational constraints
- 12Ability to troubleshoot issues in air-gapped or restricted-access environments with limited tooling and connectivity
- 13Fluency in English (required)
- 14Ability to communicate complex technical concepts clearly in both written and verbal formats across multiple languages
Условия
- 0124/7 on call rotation