LogicMonitor · 1 month ago
Premier Support Engineer
Austin, TX
Full-time
Onsite
Mid Level
$77K/yr - $91K/yr
3+ years expLogicMonitor is a company that values trust, customer obsession, and agility. As a Premier Support Engineer, you will provide dedicated support to Premier Support customers, managing support tickets and enhancing the customer experience through effective technical solutions.
Artificial Intelligence (AI)Cloud InfrastructureDevOpsInformation TechnologyIT InfrastructureSaaS
Responsibilities
Provide technical support to LogicMonitor Premier Support customers via chat, ticket, and phone
Act as the dedicated Premier Support Engineer for up to 8 assigned accounts
Schedule and Lead Premier Support kickoff calls in collaboration with the Customer Success Team
Conduct quarterly health checks for assigned accounts
Address issues identified during health checks with scheduled remediation sessions
Perform daily, weekly, and monthly proactive support checks to maximize value for assigned accounts
Contribute to one operational efficiency project each quarter to enhance the Premier Support offering
Serve as a liaison between clients and internal development for escalated issues, including product enhancements, bug resolutions, and product education
Contribute to the Support Knowledge Base quarterly
Qualification
Required
Bachelor Degree or equivalent experience
Strong troubleshooting skills and methodology
3+ years supporting or administering SaaS ITIM products
3+ years of experience in Linux, Windows, network administration, including IT help desk support, or IT operations
Proficient in scripting and able to write basic scripts
3+ years experience with cloud platforms (AWS, Azure, etc.)
Familiarity with help desk tools like Zendesk or Jira
Excellent English communication skills (written and verbal)
Availability to work M–F: 7–4 PM CT, 8-5 PM CT, 9-6 PM CT or 10–7 PM CT
Experience using AI tools to enhance productivity, innovation, or problem-solving
Benefits
Comprehensive health, dental and vision coverage
Generous parental leave policies
Access to our Employee Assistance Program
Various Wellness programs
A 401K with company matching
A Lifestyle Spending Account
An unlimited vacation policy
Company
LogicMonitor
LogicMonitor is a hybrid observability platform that provides IT observability and monitoring for cloud-based IT infrastructures.
1001-5000 employees
H1B Sponsorship
LogicMonitor has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (2)
2023 (3)
2022 (4)
2021 (2)
Funding
Current Stage
Late StageTotal Funding
$942.95MKey Investors
Providence Equity Partners
2024-11-20Private Equity· $800M
2024-11-20Debt Financing
2021-12-15Debt Financing
Leadership Team
Christina Kosmowski
Chief Executive Officer
Carol Lee
Chief Financial Officer
Recent News
2025-12-11
2025-12-06
Company data provided by crunchbase