ScienceLogic · 1 day ago
Technical Support Engineer
Reston, VA
Full-time
Hybrid
Mid, Senior Level
2+ years expScienceLogic is a leading company focused on revolutionizing IT operations through automation and generative AI. They are seeking a Technical Support Engineer to provide high-quality technical support for their hybrid cloud network monitoring software, acting as a key escalation point for customer issues and driving improvements in the support experience.
AnalyticsArtificial Intelligence (AI)Cloud Data ServicesCloud ManagementIT Management
Responsibilities
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 ScienceLogic’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 ScienceLogic 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
Qualification
Required
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 MariaDB/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 experience. Must demonstrate familiarity with snmpwalk, mibs and oids
2+ years networking experience. Must demonstrate experience with firewalls, routers and general network fundamentals
Ability to function effectively as Lead in escalated cases working directly with customers and coordinating internal effort to address customer issues
Ability to multi-task and manage multiple priorities in a fast-paced environment
Ability to diagnose and solve complex technical issues
Ability to professionally perform and communicate in stressful and high impacting situations
Impeccable communication skills (written and verbal) focused on sustaining market leading customer loyalty
Preferred
Practical experience with DRBD, Corosync and Pacemaker highly desired
Practical experience with PHP and/or Python is a plus
Benefits
A remote-first culture - work from home or come into the office, it's totally up to you.
Comprehensive medical, dental and vision plans.
401(k) plan with employer match.
Flexible Paid Time Off (FTO) so that you can take the time that you need to re-energize.
Volunteer Time Off (VTO) - take two days off per calendar year to volunteer with your preferred charitable organization.
5-year Service Milestone Sabbatical.
Paid parental leave.
Generous employee referral bonus program.
Pet insurance.
HQ Office centrally located in Reston Town Center featuring a well-stocked kitchen with rotating snacks and beverages, and catered lunch on Thursdays.
Regular virtual company-wide events, including cooking classes, yoga, meditation and more.
The opportunity to learn and develop from some of the best and brightest minds in the industry!
Company
ScienceLogic
ScienceLogic is a provider of AI-driven monitoring solutions for hybrid cloud management.
501-1000 employees
H1B Sponsorship
ScienceLogic 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
2025 (2)
2024 (4)
2023 (2)
2022 (10)
2021 (6)
2020 (3)
Funding
Current Stage
Late StageTotal Funding
$235.17MKey Investors
Silver Lake WatermanGoldman SachsNew Enterprise Associates
2022-10-21Series Unknown· $21.17M
2021-02-23Series E· $105M
2018-11-05Debt Financing· $25M
Leadership Team
David Link
CoFounder / CEO
Richard Chart
Co-Founder / Chief Scientist
Recent News
globalventuring.com
2025-12-05
2025-11-24
Company data provided by crunchbase