Technical Support Engineer | Sumo Logic | Remote (India)
Posted 2025-09-08
Remote, USA
Full Time
Immediate Start
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Technical Support Engineer</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Job Description</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">About SumoLogic</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">At Sumo Logic, we specialize in empowering the digital workforce through our advanced SaaS analytics platform, focusing on reliable and secure cloud-native applications.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">What You Will Do</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">As a Technical Support Engineer, your role will involve:</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Working with customer support tickets in our Salesforce Service Cloud ticketing system</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Providing enterprise-level support to our customers and partners, focusing on technical issues related to logging, metrics, SIEM, and cloud technologies.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Engaging directly with customers to quickly assess, troubleshoot, and resolve issues from simple to complex, ensuring effective communication and setting clear expectations.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Document enhancements or defects in our products and advise on best practices for implementing and using the Sumo Logic service.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Offering valuable feedback to our engineering, product management, and CS leadership teams based on customer interactions and experiences.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Developing and refining processes, procedures, and tools for the support team to optimize customer interactions and stakeholder interactions.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– 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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">What You Will Bring With You</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– 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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Customer-Centric Approach: Passion for customer satisfaction and problem-solving, with the ability to manage relationships across various levels, from technical practitioners to executives.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– 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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Strategic Problem-Solving: Ability to navigate ambiguity, proactively seek necessary support, and manage multiple accounts with attention to detail.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– 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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– 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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Ability to support multiple international time zones</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Desired Technical Qualifications</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Monitoring Platform Experience: Proficiency in Sumo Logic or similar platforms (e.g., Splunk, Data Dog, Elastic, New Relic, Appdynamics, VMWare Tanzu).</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– In-depth Knowledge of Logging Systems: Proficiency in systems like Windows Event Viewer, Syslog, R Syslog, & Syslog-ng.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Expertise in SIEM and Cloud Technologies: Strong understanding of cloud services (AWS, GCP, Azure) and security information and event management (SIEM) principles.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Advanced Technical Skills: Experience with system administration, SSH management, and basic scripting and programming (Java, C++, Python, PowerShell, Bash, etc.).</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Query Language Proficiency: SQL or similar query language skills.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Kubernetes and Docker Proficiency: Extensive experience in setup, configuration, troubleshooting, tuning, and infrastructure management.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Network Savvy: Solid knowledge of TCP/IP, ping, traceroute, Netcat, TCP dump, Wireshark, nslookup, etc.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– OSS skills in Otel, Prometheus, and Falco are a plus</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Sumo Logic experience is a big plus but not required</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Travel Requirements</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Minimal, but generally once a quarter to once a year (1-5%) for corporate training and mandatory meetings.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Education</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Bachelor’s or Master’s degree in Engineering, Computer Science, or a similar field, or equivalent work experience.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">About Us</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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 <a href="http://www.sumologic.com/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">www.sumologic.com</a>.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><a href="https://www.sumologic.com/privacy-statement/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">Sumo Logic Privacy Policy</a>. Sumo Logic will be responsible for complying with applicable federal privacy laws and regulations, as well as organizational policies related to data protection.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Job Description</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">About SumoLogic</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">At Sumo Logic, we specialize in empowering the digital workforce through our advanced SaaS analytics platform, focusing on reliable and secure cloud-native applications.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">What You Will Do</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">As a Technical Support Engineer, your role will involve:</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Working with customer support tickets in our Salesforce Service Cloud ticketing system</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Providing enterprise-level support to our customers and partners, focusing on technical issues related to logging, metrics, SIEM, and cloud technologies.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Engaging directly with customers to quickly assess, troubleshoot, and resolve issues from simple to complex, ensuring effective communication and setting clear expectations.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Document enhancements or defects in our products and advise on best practices for implementing and using the Sumo Logic service.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Offering valuable feedback to our engineering, product management, and CS leadership teams based on customer interactions and experiences.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Developing and refining processes, procedures, and tools for the support team to optimize customer interactions and stakeholder interactions.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– 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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">What You Will Bring With You</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– 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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Customer-Centric Approach: Passion for customer satisfaction and problem-solving, with the ability to manage relationships across various levels, from technical practitioners to executives.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– 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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Strategic Problem-Solving: Ability to navigate ambiguity, proactively seek necessary support, and manage multiple accounts with attention to detail.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– 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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– 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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Ability to support multiple international time zones</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Desired Technical Qualifications</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Monitoring Platform Experience: Proficiency in Sumo Logic or similar platforms (e.g., Splunk, Data Dog, Elastic, New Relic, Appdynamics, VMWare Tanzu).</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– In-depth Knowledge of Logging Systems: Proficiency in systems like Windows Event Viewer, Syslog, R Syslog, & Syslog-ng.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Expertise in SIEM and Cloud Technologies: Strong understanding of cloud services (AWS, GCP, Azure) and security information and event management (SIEM) principles.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Advanced Technical Skills: Experience with system administration, SSH management, and basic scripting and programming (Java, C++, Python, PowerShell, Bash, etc.).</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Query Language Proficiency: SQL or similar query language skills.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Kubernetes and Docker Proficiency: Extensive experience in setup, configuration, troubleshooting, tuning, and infrastructure management.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Network Savvy: Solid knowledge of TCP/IP, ping, traceroute, Netcat, TCP dump, Wireshark, nslookup, etc.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– OSS skills in Otel, Prometheus, and Falco are a plus</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Sumo Logic experience is a big plus but not required</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Travel Requirements</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Minimal, but generally once a quarter to once a year (1-5%) for corporate training and mandatory meetings.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Education</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Bachelor’s or Master’s degree in Engineering, Computer Science, or a similar field, or equivalent work experience.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">About Us</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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 <a href="http://www.sumologic.com/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">www.sumologic.com</a>.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><a href="https://www.sumologic.com/privacy-statement/" target="_blank" class="break-all font-medium underline hover:opacity-75" rel="noopener noreferrer nofollow">Sumo Logic Privacy Policy</a>. Sumo Logic will be responsible for complying with applicable federal privacy laws and regulations, as well as organizational policies related to data protection.</p>