Senior Technical Success Engineer at Sumo Logic · Remote only · 8 - 13 years · ₹31L - ₹38L / yr · Profitable · Remote only · Posted 28 Jan 2025
About SumoLogic
At Sumo Logic, we specialize in empowering the digital workforce through our advanced SaaS analytics platform, focusing on reliable and secure cloud-native applications.
Step into the heart of innovation with our dynamic and collaborative support team! As a Technical Support Engineer at SUMO Logic, you will play a crucial role in empowering our customers to harness the full potential of our cutting-edge cloud technology. Your expertise in logging, SIEM, and cloud solutions will be vital in guiding our customers toward achieving unparalleled business success.
You will be at the forefront of solving complex challenges and driving technological advancements by providing exceptional technical support and insights. Join us and transform challenges into opportunities, enhancing customer satisfaction and shaping the future of technology.
At SUMO Logic, our technical support team is recognized as one of our crown jewels, featuring some of the most technically adept individuals in the industry. Work here is challenging and rewarding, propelling you forward in a fast-paced and dynamic environment.
What You Will Do
As a Technical Support Engineer, your role will involve:
- Working with customer support tickets in our Salesforce Service Cloud ticketing system
- Providing enterprise-level support to our customers and partners, focusing on technical issues related to logging, metrics, SIEM, and cloud technologies.
- Engaging directly with customers to quickly assess, troubleshoot, and resolve issues from simple to complex, ensuring effective communication and setting clear expectations.
- Document enhancements or defects in our products and advise on best practices for implementing and using the Sumo Logic service.
- Offering valuable feedback to our engineering, product management, and CS leadership teams based on customer interactions and experiences.
- Developing and refining processes, procedures, and tools for the support team to optimize customer interactions and stakeholder interactions.
- Producing Knowledge Base (KB) articles for common issues lacking a current KB or revising existing KB articles for the ticketing system KB and public community KB.
What You Will Bring With You
- Extensive SaaS Experience: Proven track record in a technical role managing multiple customer accounts, preferably with a background in DevOps Engineering, SOC analysis, or similar technical positions.
- Customer-Centric Approach: Passion for customer satisfaction and problem-solving, with the ability to manage relationships across various levels, from technical practitioners to executives.
- Communication Excellence: Possesses professional and transparent communication skills. Able to deliver technical context to various stakeholder levels using remote (e.g., Zoom) or written media.
- Strategic Problem-Solving: Ability to navigate ambiguity, proactively seek necessary support, and manage multiple accounts with attention to detail.
- Situation Management: Capable of assessing client scenarios, documenting issue timelines, and working with executive management and product engineering towards root cause analysis and final assessments.
- Desire to Learn: Thrive in a fast-paced, high-growth, rapidly changing environment with the ability to work with and deeply understand a new product or service. Utilize Sumo-offered LinkedIn learning and other resources to increase technical knowledge and sharpen soft skills.
- Ability to support multiple international time zones
Desired Technical Qualifications
- Monitoring Platform Experience: Proficiency in Sumo Logic or similar platforms (e.g., Splunk, Data Dog, Elastic, New Relic, Appdynamics, VMWare Tanzu).
- In-depth Knowledge of Logging Systems: Proficiency in systems like Windows Event Viewer, Syslog, R Syslog, & Syslog-ng.
- Expertise in SIEM and Cloud Technologies: Strong understanding of cloud services (AWS, GCP, Azure) and security information and event management (SIEM) principles.
- Advanced Technical Skills: Experience with system administration, SSH management, and basic scripting and programming (Java, C++, Python, PowerShell, Bash, etc.).
- Query Language Proficiency: SQL or similar query language skills.
- Kubernetes and Docker Proficiency: Extensive experience in setup, configuration, troubleshooting, tuning, and infrastructure management.
- Network Savvy: Solid knowledge of TCP/IP, ping, traceroute, Netcat, TCP dump, Wireshark, nslookup, etc.
- OSS skills in Otel, Prometheus, and Falco are a plus
- Sumo Logic experience is a big plus but not required
Travel Requirements
Minimal, but generally once a quarter to once a year (1-5%) for corporate training and mandatory meetings.
Education
Bachelor's or Master's degree in Engineering, Computer Science, or a similar field, or equivalent work experience.
Join us at Sumo Logic and contribute to our mission of revolutionizing technical support in the digital business world, with a particular focus on logging, SIEM, and cloud technologies.
About Us
Sumo Logic, Inc. empowers the people who power modern, digital business. Sumo Logic enables customers to deliver reliable and secure cloud-native applications through its Sumo Logic SaaS Analytics Log Platform, which helps practitioners and developers ensure application reliability, secure and protect against modern security threats, and gain insights into their cloud infrastructures. Customers worldwide rely on Sumo Logic to get powerful real-time analytics and insights across observability and security solutions for their cloud-native applications. For more information, visit www.sumologic.com.
Sumo Logic Privacy Policy. Employees will be responsible for complying with applicable federal privacy laws and regulations, as well as organizational policies related to data protection.
Shubham Vishwakarma
Full Stack Developer - Averlon
About Sumo Logic
About
Company social profiles
Similar jobs (10)
Company & Team Overview
Planview's mission is to build the digital future of connected work — empowering business, technology, and transformation leaders to accelerate the achievement of the project and product initiatives that matter most. As the leading end-to-end platform for Strategic Portfolio Management (SPM) and Software Product Delivery, Planview's AI-powered solutions give leaders the strategic foresight to prioritize with precision, accelerate value delivery, and adapt with confidence.
Headquarters in Austin, Texas, with over 1,500 employees worldwide, Planview serves more than 3,000 customers and 3.1 million users globally, including 45 of the Fortune 100.
The Support Operations team is at the heart of Planview's customer experience, ensuring that enterprises around the world get the most value from Planview's industry-leading platform. As Planview expands its AI-first portfolio through continued innovation and acquisition, the Support Operations team plays a critical role in delivering consistent, high-quality technical assistance across a growing suite of solutions.
Role Summary
Technical Support Engineer I provides first-level technical support for Planview KeyedIn (enterprise PPM) Customer Care customers and internal employees, serving as the primary point of contact for a defined set of accounts and cases. In this role, you will independently resolve standard cases across user and license administration, project and resource management, reporting, data operations, and integration workflows, while investigating root causes and documenting durable solutions.
You will escalate complex or defect cases appropriately — acting as a liaison between customers and the Development and Cloud Operations teams — and guide customers on the product's proper use and best practices. As you grow, you will take on increasingly complex problems end-to-end and mentor Associate Technical Support Engineers, contributing to a high-performing, collaborative team. Success is measured by case resolution quality, SLA performance, customer satisfaction, and case hygiene.
Key Responsibilities
Customer Support & Case Management
• Act as the first point of contact for KeyedIn Customer Care customers seeking technical assistance, providing troubleshooting and support via the ticketing system, email, and web-based tools.
• Accurately log all customer cases, interactions, and resolutions in the case management system (Salesforce).
• Take a hands-on approach, managing issues from initial contact through final resolution and follow-up, and maintaining full accountability throughout the support lifecycle.
• Prioritize cases according to severity and SLA commitments, ensuring timely and accurate responses.
• Maintain case hygiene — accurate status, ownership, and next action — with no-silent-case discipline.
Technical Troubleshooting & Resolution
• Handle standard KeyedIn administration and configuration requests — support-portal accounts, licence-count updates, user provisioning and termination, login-group publishing, and access/login issues.
• Resolve standard reporting, widget, dashboard, and how-to cases; assist with routine data export and data-load requests.
• Investigate root causes, guide customers through corrective steps, and document solutions in the Customer Success Center knowledge base.
• Escalate complex or defect cases to higher-level engineers or Development with clear reproduction steps and environment details; route Cloud Operations and Development-owned work to the correct team without owning it.
• Follow the team's call-escalation discipline — move prolonged email threads to a call at the defined threshold to speed resolution.
Product Knowledge & Continuous Improvement
• Stay current on KeyedIn releases, feature changes, known issues, and system updates.
• Advise customers on the product's proper use, best practices, and configuration guidance.
• Contribute to technical notes and knowledge base articles in the Customer Success Center.
• Collect and communicate customer feedback, recurring issues, and product-quality insights to improve product quality and support processes.
Collaboration & Mentoring
• Mentor Associate Technical Support Engineers, sharing knowledge and best practices.
• Build relationships with cross-functional teams including Engineering, Development, Cloud Operations, Product, and Customer value advisor.
• Function independently as well as part of a cross-functional global team.
• As needed, participate in on-call or skeleton crew rotation.
Required Qualifications
• 1–3 years of experience in technical support, software support, IT support, or a closely related customer-facing role.
• Demonstrated ability to independently troubleshoot and resolve technical issues in enterprise software or SaaS environments.
• Strong written and verbal communication skills in English; ability to explain technical concepts clearly to both technical and non-technical audiences.
• Experience using ticketing or case management systems (e.g., Salesforce, Jira, Zendesk, or similar).
• Solid diagnostic and problem-solving skills with a systematic, analytical approach.
• Proven ability to manage multiple cases simultaneously while maintaining attention to detail and meeting SLA commitments.
• Ability to work independently and as part of a cross-functional global team.
• Experience using ticketing or case management systems (e.g., Salesforce, Jira, Zendesk, Dynamics 365, or similar).
Preferred Qualifications
• Bachelor’s degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• Familiarity with SaaS application support models and multi-tenant environments.
• Experience with enterprise databases and SQL querying (SQL Server, Oracle, PostgreSQL, or MySQL).
• Exposure to REST or SOAP APIs and tools such as Postman or cURL.
• Practical familiarity with PPM concepts — projects, resources, timesheets, dashboards, reporting/widgets, and custom entities.
• Understanding of identity and access management concepts (SSO, OAuth, RBAC, SAML).
• Knowledge of the Planview product ecosystem, particularly KeyedIn or other PPM solutions.
• Relevant technology certifications (Microsoft, AWS, ITIL, or similar).
Knowledge, Skills & Abilities
• Willing to accept and adapt to change, showing flexibility and recovering relatively quickly from setbacks.
• Actively participates in team meetings and seeks out collaboration opportunities without always waiting to be prompted.
• Seeks feedback from colleagues and peers and integrates that feedback into their approach and work quality.
• Displays a willingness to develop conflict-resolution skills and facilitate productive discussions with customers and colleagues.
• Keeps a calm, professional demeanor across a variety of clients and personalities, even when others in the support process may not.
• Self-motivated, detail-oriented, and organized, with the ability to begin prioritizing work independently.
• A logical, process-oriented thinker who is positive, proactive, and innovative — a creative problem solver with exceptional customer service skills.
• Committed to continuous learning, with intellectual curiosity to expand product and technical knowledge and the ability to learn new concepts quickly.
• Comfortable engaging with AI-assisted tools to accelerate research, issue diagnosis, and knowledge base contributions.
Technical Skillset (Product-Specific)
Experience Required: 1–3 years.
Must Have
• API — Experience with Postman or similar tools to test APIs, validate responses, and troubleshoot API failures; understanding of REST APIs, HTTP methods, status codes, and request/response flows for troubleshooting integrations.
• SQL & Relational Databases — Ability to write basic to intermediate SQL queries to validate data, troubleshoot data issues, and understand database relationships.
• Analytical & Communication Skills — Strong problem-solving ability with the capacity to translate technical findings into clear, actionable guidance for non-technical stakeholders.
• Application & Log Analysis — Application logs, error analysis, troubleshooting, and root cause identification.
• Salesforce & Jira — Working knowledge of Salesforce for case management and Jira for defect tracking and ticket management.
• Web & SaaS Troubleshooting — Web-based applications, SaaS/cloud environments, browser Developer Tools, HTTP/HTTPS, and network troubleshooting.
• Cloud & Networking — Basic understanding of cloud environments, DNS, SSL/TLS, firewalls, proxies, and connectivity issues.
• Power BI (basic) — able to read dashboards and reports, understand how filters and slicers change results, and recognize whether a reporting issue is a data, refresh, or configuration problem.
Nice to Have
• PPM Application Support — Practical familiarity with projects, resources, timesheets, dashboards, reporting/widgets, and custom entities.
• Reporting & Data — Comfort with report/widget configuration concepts, filters, and data validation.
• Data Loads & Exports — Ability to handle imports/exports, MS Project imports, and bulk field uploads.
• Planview Product Familiarity — Any exposure to Planview's portfolio or release management product suite.
Javascript
HTML/CSSTechnical Support Engineers (TSE) make up a small, talented, and dedicated global team providing an important part of the Pendo experience through guidance and consulting to customers. We pride ourselves on prompt responses to customers with a range of technical capabilities to ensure the success of customers across our web and mobile features as part of the Engineering organization. While the entire company has a customer focus, TSEs make champions out of our customers and provide a partnership experience through professional and accurate technical support.
Responsibilities:
- Answer customer questions through our support queue
- Be the voice of the customer to the Product and Engineering organizations
- Debug customer issues, create reproducible test cases for developers, and validate fixes and workarounds
- Take ownership of pushing cases to resolution, including working with developers
- Actively contribute to knowledge documentation through the creation of internal and customer-facing documentation
Qualifications (your experience):
- Highly empathetic and passionate about helping others at a moment's notice
- Applied coding knowledge - Front End or API
- Reliable and active team member
- Ability to learn technical concepts and translate them to business solutions for customers with a thirst for knowledge
- Conversational fluency in spoken and written English
- 2+ years of professional experience in JavaScript, HTML, CSS and/or Mobile Development
- 2+ years of professional experience working in a customer-facing role
- Proven record of continued education/pursuit of knowledge in technology (computer science degree, coding school, other relevant courses)
The L1 Application Support team is the first line of defense for all production-related customer issues. You will handle customer queries, follow Standard Operating Procedures (SOPs) to resolve incidents, perform preliminary checks, and escalate issues to the Integration Engineering or Development teams when required. This role ensures smooth platform operations, fast response times, and a great customer experience.
Job description: https://drive.google.com/file/d/1MvBp9I_xsheIhmKUwgH8iNPaTydLGwZ1/view?usp=drive_link
Application form: https://docs.google.com/forms/d/e/1FAIpQLSf8CM2g22WLPD9QWxK8o2cdAr_y6PhWzIb-Z0k5sQ59ufdsGQ/viewform?usp=dialog
Responsibilities
- Incident Handling & Production Support
- Escalation & Coordination
- Monitoring & Alerts
- Documentation & SOP Adherence
- Customer Interaction
Requirements and Qualifications:
- Minimum 1 year of experience as App support or product support
- Basic understanding of APIs, JSON, request/response flow.
- Ability to read logs and use monitoring tools.
- Strong communication and customer-handling skills.
Location: Bangalore, Karnataka
grafanaWe are looking for an Application Support Engineer with experience in Linux/Unix, Windows administration, application monitoring, and production support. The candidate should be skilled in incident management, troubleshooting, and monitoring tools such as Splunk, Grafana, and AppDynamics.
Responsibilities
- Provide application and production support, ensuring system availability and stability.
- Troubleshoot application, server, and infrastructure issues across Linux/Unix and Windows environments.
- Monitor application performance using Splunk, Grafana, and AppDynamics.
- Manage incidents, service requests, and changes through ServiceNow.
- Perform root cause analysis and coordinate with relevant teams to resolve issues.
- Ensure SLA compliance and minimize service disruptions.
Required Skills
- Application Support / Production Support
- Linux/Unix and Windows
- Monitoring tools: Splunk, Grafana, AppDynamics
- ITSM tool: ServiceNow
- Incident, problem, and change management
- Strong troubleshooting and communication skills
- Linux troubleshooting
- Hands-on AWS
- Production/Application Support
- Bash/Shell/Python
- Monitoring/log analysis
- Incident resolution
- Application deployment/support
- Basic networking and database knowledge
- Production/batch support exposure
- Willingness for rotational weekend/critical production support
Mandatory Skills: L2 Production Support, Event Management / Mission Control, Incident Management, Linux, Linux, observability, and batch monitoring
Primary Skills:
- L2 Production Support, Event Management / Mission Control, ServiceNow, Production Monitoring, Splunk / AppDynamics / ThousandEyes
We are looking for an experienced Application Support Engineer with strong expertise in Linux/Unix, Networking, Routing, Load Balancing, and Production Support. The ideal candidate should have hands-on experience troubleshooting application and infrastructure issues using enterprise monitoring and observability tools such as Splunk, Grafana, and AppDynamics.
Key Responsibilities
- Provide L2/L3 production support for enterprise applications and infrastructure.
- Troubleshoot application, Linux/Unix, network, routing, and connectivity-related issues.
- Monitor application and infrastructure health using Splunk, Grafana, and AppDynamics.
- Analyze alerts, logs, performance metrics, and system behavior to identify issues.
- Troubleshoot routing, load balancing, connectivity, and network-related problems.
- Perform incident investigation, troubleshooting, and root cause analysis.
- Coordinate with Network, Infrastructure, Application, and other technical teams for issue resolution.
- Handle production incidents and ensure timely resolution within defined SLAs.
- Participate in problem management and identify recurring issues.
- Perform application health checks and proactively identify potential failures.
- Maintain troubleshooting guides, runbooks, and operational documentation.
- Support planned changes, deployments, and maintenance activities.
Must-Have Skills
Application Support
Linux / Unix
Networking
Routing
Load Balancing
Splunk
Grafana
AppDynamics
Production Support
Incident Management
Troubleshooting
Required Skills & Tools
- 4–6 years of experience in Application / Production Support.
- Strong hands-on experience with Linux/Unix administration and troubleshooting.
- Good understanding of TCP/IP, networking, routing, and connectivity concepts.
- Practical experience troubleshooting load balancing issues.
- Hands-on experience with monitoring and observability tools such as Splunk, Grafana, or AppDynamics.
- Strong log analysis and troubleshooting skills.
- Experience handling production incidents and working within SLA-driven environments.
- Strong communication and coordination skills.
Preferred Experience
- Exposure to ITIL processes including Incident, Problem, and Change Management.
- Experience with scripting/automation using Shell or Python.
- Exposure to cloud environments is an added advantage.
- Experience supporting enterprise-scale applications and infrastructure.
Key Competencies
- Strong analytical and troubleshooting skills.
- Ability to work under pressure during critical production incidents.
- Strong ownership and accountability.
- Excellent communication and stakeholder management.
- Ability to work collaboratively with global technical teams.
Qualifications
Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline.
Support Engineer
The Support Engineer will be responsible for providing technical support for the Risk Management System (RMS) product, ensuring that both internal and external users can resolve issues quickly and efficiently. This role involves troubleshooting technical problems, providing solutions, and collaborating with engineering and QA teams to enhance the product. Additionally, the Support Engineer will assist with user training, monitor system performance, and contribute to continuous product improvement.
Roles and Responsibilities
- Act as the first point of contact for users experiencing issues with the RMS platform, both internally and externally.
- Troubleshoot and resolve product-related issues, ensuring minimal disruption to users.
- Collaborate with product and engineering teams to identify and resolve recurring technical problems and escalate more complex issues.
- Document support tickets, ensuring detailed tracking of issues, resolutions, and feedback.
- Provide training and guidance to users on how to effectively use the RMS system.
- Ensure customer satisfaction by providing timely and effective solutions to any issues faced by users.
- Assist in the preparation of knowledge base articles, user documentation, and FAQs to empower users to resolve minor issues independently.
- Respond to user queries in a friendly and professional manner, ensuring clear communication.
- Proactively follow up with customers to ensure issues are resolved to their satisfaction.
Required Skills
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
- Prior experience in software support preferably in a fintech or financial services environment.
- Experience with troubleshooting software and hardware issues in a production environment.
- Hands-on experience with common support/ticketing tools (e.g., JIRA, Bugzilla, Selenium, Postman, etc.).
- Ability to manage multiple priorities and deliverables in a fast-paced environment.
- Familiarity with databases like SQL.
grafanaPrimary Skills: Linux Administration, Production Support
Secondary Skills: Oracle SQL, Splunk, Grafana, AppDynamics, Cloud (OCP/AWS/Azure/GCP), Incident Management, AI/Automation.
grafanaJob Summary
We are looking for an Application Support Engineer with hands-on experience in Linux/Unix, Windows administration, monitoring tools, and incident management. The candidate will be responsible for application monitoring, troubleshooting, incident resolution, and ensuring smooth production operations.
Key Responsibilities
- Provide L1/L2 application and production support.
- Troubleshoot application, system, and server-related issues in Linux/Unix and Windows environments.
- Monitor application performance using Splunk, Grafana, and AppDynamics.
- Handle incidents, service requests, and changes using ServiceNow.
- Perform log analysis, root cause analysis (RCA), and issue resolution.
- Coordinate with application, infrastructure, and development teams to resolve production issues.
- Ensure SLA compliance and maintain proper incident documentation.
- Support continuous monitoring and improve application stability and availability.
Required Skills
- 3–5 years of experience in Application Support or Production Support.
- Hands-on experience with Linux/Unix and Windows environments.
- Experience with monitoring tools such as Splunk, Grafana, or AppDynamics.
- Working knowledge of ServiceNow and Incident Management.
- Good troubleshooting, analytical, and communication skills.
- Willingness to work in a production support environment.
Job Details
- Location: Hyderabad
- Work Mode: WFO
- Notice Period: Immediate Joiners Only
Follow CutshortShubham Vishwakarma
Full Stack Developer - Averlon