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Senior Technical Support Engineer

18 hours, 20 minutes ago
Ireland
Senior
Technical Support Engineer
Customer and Technical Support
AWS Bash DNS Docker Kubernetes Linux Python SIEM TCP/IP Unix
Apply Now
Sumo Logic

Sumo Logic

Sumo Logic offers top-tier cloud monitoring, log management, and Cloud SIEM tools for web and SaaS apps, empowering businesses with real-time insights and high-quality software delivery.

Internet Software & Services
251-1K
Founded 2010
View All Jobs 16

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 incidents and coordinate with Engineering, SRE, and Product teams.
  • Communicate timely, high-quality updates to customers throughout the issue lifecycle.
  • Troubleshoot cloud-native architectures, including AWS, APIs, containers, networking, and 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.
  • Maintain deep expertise in Sumo Logic’s platform and integrations.
  • Partner with Customer Success and Professional Services to support customer health and retention.
  • Support customers across EMEA in a follow-the-sun model and participate in a 24/7 on-call rotation.
  • Contribute to knowledge base articles, runbooks, and automation, and identify opportunities to improve support efficiency with AI and tooling.

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, with AWS preferred.
  • Experience with log management, observability, or SIEM platforms.
  • Proficiency in networking fundamentals (TCP/IP, DNS, HTTP/S), Linux/Unix systems, APIs and integrations, or scripting such as Python or Bash.
  • 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, such as EU Sovereign Cloud, and their operational constraints.
  • Ability to troubleshoot in air-gapped or restricted-access environments with limited tooling and connectivity.
  • Experience with observability or security platforms such as Sumo Logic or similar tools (preferred).
  • Familiarity with Kubernetes and Docker (preferred).
  • Understanding of data pipelines, ingestion architectures, and large-scale distributed systems (preferred).
  • ITIL or incident management certifications (preferred).
  • Experience in a global follow-the-sun support model (preferred).
  • Fluency in English is required, with proficiency in at least one additional European language strongly preferred, such as German, French, Spanish, Italian, or Dutch.

Interested in this position?

Apply directly on the company website

Apply Now

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