Premier Support Engineer

About the role

We love going to work and think you should too. Our team is dedicated to trust, customer obsession, agility, and striving to be better everyday. These values serve as the foundation of our culture, guiding our actions and driving us towards excellence. We foster a culture of performance and recognition, allowing us to transform growth as we enable our employees to do the best work of their careers.

This role is open to candidates based in or near Austin, TX. Our Austin office is based in the vibrant San Jacinto Center downtown with breathtaking views of Lady Bird Lake. At LogicMonitor, we hire within our Centers of Energy—vibrant locations where our teams connect, collaborate, and innovate.

What You'll Do

• 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.

Requirements

• 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.