Job description
About Us:
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 position is located in Pune. You’ll be working in a major tech center of Pune, India. Across the globe, our Centers of Energy serve as hubs where we accelerate productivity and collaboration, inspire creativity, and cultivate a culture of connection and celebration. Our teams coordinate their time in Centers of Energy to reflect how they work best.
To learn more about life at LogicMonitor, check out our Careers Page.
What You’ll Do:
LM Envision, LogicMonitor’s leading hybrid observability platform powered by AI, helps modern enterprises gain operational visibility into and predictability across their IT stacks, so they can continue to deliver extraordinary employee and customer experiences. LogicMonitor has a layered approach to intelligence, where AI and Machine Learning is baked into every facet of the LM Envision platform to help IT teams improve efficiency, minimize alert fatigue, proactively predict trends, and maximize enterprise growth and transformation.
Our customers love LogicMonitor’s ability to bring cloud and traditional IT together into one view, as seen in minimal churn rates, expansion business, and exciting new customer references. In fact, LogicMonitor has received the highest Net Promoter Score of any IT Infrastructure Management provider. LogicMonitor also boasts high employee satisfaction. We have been certified as a Great Place To Work®, and named one of BuiltIn’s Best Places to Work for the seventh year in a row!
MISSION OF THE POSITION
The TSE II is a front-line technical support contact for LM product users and a key contributor to LM customer experience. As the primary interface on incoming technical support issues, the TSE will log and own incoming support tickets from receipt to 100% resolution. The TSE II will contribute to the product experience through resolving customer problems, educating users on LM functionality and providing useful solutions within the product to the customer.
Here’s a closer look at this key role:
- Advocate for customers, collaborating across teams to ensure timely resolution of customer support cases.
- Respond to incoming support cases via chat or ticketing system.
- Manage customer cases effectively, meeting defined SLAs.
- Update and create internal support documentation.
- Review new product releases, maintaining strong product and technology expertise.
- Act as a liaison between customers and product/development teams for escalated issues, including enhancements and bug resolution.
What You’ll Need:
- Exceptional customer service and communication skills
- Strong troubleshooting skills and methodology.
- Proficient in scripting and able to write basic scripts.
- 3+ years experience supporting or administering SaaS ITIM products.
- 3+ years experience in Linux, Windows, or Network administration.
- 3+ years experience with container technology (Docker, Kubernetes).
- 3+ years experience with cloud platforms (AWS, Azure, etc.).
Click here to read our International Applicant Privacy Notice.
LogicMonitor is an Equal Opportunity EmployerAt LogicMonitor, we believe that innovation thrives when every voice is heard and each individual is empowered to bring their unique perspective. We’re committed to creating a workplace where diversity is celebrated, and all employees feel inspired and supported to contribute their best.
For us, equal opportunity means fostering a truly inclusive culture where everyone has the chance to grow and succeed. We don’t just open doors; we invite you to step through and be part of something bigger. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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Our goal is to ensure an accessible and inclusive experience for every candidate.
If you need a reasonable accommodation during the application or interview process under applicable local law, please submit a request via this Accommodation Request Form.
Know your rights: workplace discrimination is illegal. Please click here to review LogicMonitor’s U.S. Pay Transparency Nondiscrimination Provision.
