Premier Support Engineer
Job description
Premier Support Engineer at LogicMonitor.
About the role
We are looking for a dedicated Premier Support Engineer to join our team in Austin, TX. In this position, you will play a vital role in enhancing the customer experience for our Premier Support clients. You will be responsible for managing support requests, ensuring timely resolutions, and providing expert guidance on our platform.
Key facts
What you'll do
- Deliver technical assistance to Premier Support customers through chat, ticketing systems, and phone calls.
- Serve as the primary support engineer for up to eight designated accounts.
- Organize and lead kickoff meetings for Premier Support in partnership with the Customer Success Team.
- Conduct quarterly health assessments for your assigned accounts.
- Address any issues identified during health checks through scheduled follow-up sessions.
- Perform regular proactive support checks to maximize the value for your accounts.
- Participate in one operational efficiency project each quarter to improve the Premier Support service.
- Act as a communication bridge between clients and internal development teams for escalated issues, including product enhancements and bug fixes.
- Contribute to the Support Knowledge Base on a quarterly basis.
Requirements
- Bachelor's degree or equivalent professional experience.
- Strong troubleshooting capabilities and methodologies.
- At least 3 years of experience in supporting or administering SaaS IT Infrastructure Management products.
- Minimum of 3 years working with Linux, Windows, and network administration, including IT help desk or operations support.
- Proficient in scripting with the ability to write basic scripts.
- Over 3 years of experience with cloud services such as AWS or Azure.
- Familiarity with help desk software like Zendesk or Jira.
- Strong communication skills in English, both written and verbal.
- Availability to work Monday to Friday during one of the following shifts: 7 AM to 4 PM CT, 8 AM to 5 PM CT, 9 AM to 6 PM CT, or 10 AM to 7 PM CT.
- Experience using AI tools to improve productivity and problem-solving.
Nice to have
- Experience with customer relationship management systems.
Skills & tools
- SaaS IT Infrastructure Management
- Linux and Windows administration
- Cloud platforms (AWS, Azure)
- Help desk tools (Zendesk, Jira)
- Scripting languages
Practical notes
This position is open to candidates authorized to work in the United States on a full-time, permanent basis without the need for employer-sponsored visa sponsorship. Candidates with valid U.S. work authorization that can be transferred may be considered on a case-by-case basis.
The anticipated application closing date is August 3, 2026.
LogicMonitor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where all employees feel valued and empowered. We welcome applicants from all backgrounds and encourage you to apply.
Compensation for this role ranges from $69,615 to $86,600, depending on experience and location. Our benefits package includes comprehensive health, dental, and vision coverage, generous parental leave, a 401K plan with company matching, and an unlimited vacation policy. For more details on our benefits, please visit our careers page.