Technical Support Engineer

See why our AI Platform fuels innovation for top-tier organizations.

From automating workflows to reducing MTTR, there's a solution for your use case.

Catalyze and automate essential operations throughout the organization with these insights.

We’re on a mission to make your IT team’s lives easier and your customers happier.

In a world of constant change, we're leading the charge towards truly autonomous enterprises. Our cutting‑edge platform harnesses the power of automation and generative AI to revolutionize how businesses manage and optimize their IT operations.

We're not just adapting to digital transformation—we're accelerating it. Our solutions bring business and operations leaders together, unlocking new levels of innovation, efficiency, and scalability. We empower organizations to deliver superior customer experiences and drive revenue growth in an always‑on, always‑mobile world.

At Science Logic, we're building the foundation for Autonomic IT—a future where IT operations are self‑healing, self‑optimizing, and aligned perfectly with business objectives. Our team of visionaries is reshaping the $18+ billion IT operations market, creating cost‑optimized, efficient, and next‑level capabilities for enterprises worldwide.

What we’re looking for…

Science Logic is looking for a Technical Support Engineer (TSE) to provide high quality, enterprise level, technical support on Science Logic products for our customers, partners and other Science Logic team members.

Our 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.

What you’ll be doing…

We know you love a challenge. And so do we. The entire Science Logic team is committed to re‑inventing the way organizations everywhere monitor their networks; and as part of the Technical Support team, you’ll 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 Science Logic’s entire product suite.

• Acts as a Tier 2 escalation point for advanced customer issues
• Assists with all support cases during periods of heavy volume
• Leads support efforts for customers who have been determined to have Critical value
• Coordinates with Customer Success Managers to address any technical issues impacting a Customer’s success
• Actively engages Technical Support personnel to ensure proper handling of customer questions and issues to which they have been assigned
• Escalates software bugs or feature enhancements to Science Logic’s research, development, and product management teams
• Acts as a subject matter expert in more than one area of the product
• Autonomously works on projects and more complex assignments with tangible results delivering benefits to the organizations
• Proactively looks for ways to improve processes and innovate the support experience
• Builds relationships and partnerships with other Science Logic teams
• Mentors and trains new team members
• Proactively shares information and expertise regarding recent fixes, and best practices
• Provides on‑call and shift coverage as required

Qualities you possess…

The key to being successful in the Technical Support Engineer role within Science Logic 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:

• 2+ years prior experience in the support of complex, Linux based enterprise software applications
• 2+ years experience supporting Kafka, Kubernetes & Docker components as part of a larger solution, both On Prem and within AWS environments
• 2+ years SQL experience. You should be able to construct complex SQL statements to query and occasionally update information in a Maria
  
  DB/MySQL database
• 2+ years Linux administration. Must be familiar with common administrative commands as well as able to write scripts in one of the major shells
• 2+ years SNMP…