Senior Technical Account Engineer

Sumo Logic is seeking a Senior Technical Account Engineer to provide enterprise level support to our customers and partners. You will be focused on assisting customers with technical issues resolution and advice covering simple to very complex level problems. You will participate in direct customer interactions to quickly assess and troubleshoot issues, document product enhancements or defects, and provide best practice advice around the implementation and use of the Sumo Logic service., Provide hands on technical support of the Sumo Logic service to customers and partners
Manage customer issues related to the installation, configuration, and implementation of the Sumo Logic service on a timely basis with a high level of communication and appropriate establishment of expectations
Document defect and enhancement requests on behalf of customers
Write and review technical knowledge base articles, solutions, and FAQs for publication to a customer and company knowledge system
Define processes, procedures, and tools for the support team to effectively interact with customers and with other stakeholders.
Acts as a technical leader and help further develop the technical skills within the global Sumo Logic Support team
Acts as an escalation point for critical issues affecting high-value customers, partnering with Customer Success/Support, Technical Account Management, Services or other resources as needed
Identifies trends in the support requests being received, report and collaborate with the Engineering and Product Management teams during planning sessions

5+ years experience in supporting SaaS-based solutions
Excellent communication (verbal and written) and customer management skills
Knowledge of logging systems, such as Windows Event Viewer, Syslog, R Syslog, & Syslog-ng
System administration level skills such as OS updates, installing packages, enabling/disabling services, creating users & groups and managing file system permissions
Knowledge of SSH, creating and managing key-pairs, managing known hosts and troubleshooting connections using the SSH -v option.
Comfortable with basic scripting and programming (Java, C++, Python, Powershell, Bash, etc).
Extensive experience with Kubernetes and Docker setup, configuration, troubleshooting, tuning and infrastructure.
Strong knowledge of TCP/IP, ping, traceroute, Netcat, TCP dump, Wireshark, ns lookup, etc.
Exposure in either developing applications or on administration side on the Cloud technology platforms - AWS, Azure or GCP

Education: Bachelor's degree in Engineering or Computer Science or similar degree or equivalent work experience.

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.