Senior Technical Support Engineer

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Sumo Logic

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2010

☁️ SaaS

🔒 Cybersecurity

💰 $110M Series G on 2019-05

SaaS • Cybersecurity • Cloud Computing

Sumo Logic is a cloud-based machine data analytics company that offers a comprehensive platform for monitoring, troubleshooting, automating, and defending IT infrastructures. The company specializes in cloud security intelligence, leveraging AI and machine learning to provide enhanced observability and security threat detection. It is known for its powerful log management capabilities, which help organizations unlock cloud security and efficiently troubleshoot system issues. Sumo Logic's platform integrates seamlessly with cloud services, providing infrastructure monitoring and application observability to modernize IT operations. Their solutions are tailored to various use cases, including DevSecOps, cloud migration, and digital customer experience enhancement.

📋 Description

• Own and resolve complex technical issues across Sumo Logic’s platform, including ingestion pipelines, search, analytics, and Cloud SIEM capabilities • Act as an escalation point for high-severity (P1/P2) issues, driving cross-functional alignment with Engineering, SRE, and Product teams • Ensure timely and high-quality communication to customers throughout the lifecycle of an issue • Troubleshoot across cloud-native architectures (AWS, APIs, containers, networking, log ingestion) • Diagnose performance issues such as slow queries, ingestion delays, and data pipeline failures • Analyze logs, metrics, and system behavior to identify root causes and recommend solutions • Develop and maintain deep expertise in Sumo Logic’s platform and integrations • Serve as a trusted advisor to customers, ensuring fast time-to-resolution and reduced customer effort • Partner with Customer Success and Professional Services to support customer health and retention • Support customers across EMEA time zones, partnering with global teams in a follow-the-sun model • Drive improvements in key support metrics such as time to resolution (TTR), backlog reduction, and SLA adherence • Contribute to knowledge base articles, runbooks, and automation to scale support delivery • Identify opportunities for AI, automation, and tooling to improve efficiency and responsiveness • Identify trends in support requests, and report and collaborate with the Engineering and Product Management teams during planning sessions • 24/7 on call rotation

🎯 Requirements

• 5–8+ years of experience in technical support, site reliability engineering, or related roles in a SaaS environment • Strong troubleshooting skills across distributed systems and cloud environments (AWS preferred) • Experience with log management, observability, or SIEM platforms • Proficiency in one or more of the following: • Networking fundamentals (TCP/IP, DNS, HTTP/S) • Linux/Unix systems • APIs and integrations • Scripting (Python, Bash, etc.) • Experience managing high-severity incidents and customer escalations • Strong analytical, problem-solving, and communication skills. • Experience supporting environments with strict data residency, data sovereignty, and jurisdictional controls • Understanding of regionally isolated cloud deployments (e.g., EU Sovereign Cloud) and associated operational constraints • Ability to troubleshoot issues in air-gapped or restricted-access environments with limited tooling and connectivity.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Remote work options