Job Description
Science Logic is seeking a Technical Support Engineer to provide high-quality technical support for its Restorepoint network configuration management tool.
Our cutting-edge platform harnesses the power of automation and generative AI to revolutionize how businesses manage and optimize their IT operations.
We're not just adapting to digital transformation—we're accelerating it.
Our solutions bring business and operations leaders together, unlocking new levels of innovation, efficiency, and scalability.
We empower organizations to deliver superior customer experiences and drive revenue growth in an always-on, always-mobile world.
At Science Logic, we're building the foundation for Autonomic IT—a future where IT operations are self-healing, self-optimizing, and aligned perfectly with business objectives.
The Customer Success team is composed of highly intelligent and innovative Technical Support Engineers and Customer Success Managers who are dedicated to delivering a customer experience second to none.
Each team member is as unique as the projects we work on, but one thing remains the same – our commitment and passion to delivering outstanding support and cutting-edge technology solutions for hybrid cloud network monitoring.
We're looking for a Technical Support Engineer to provide high-quality, enterprise-level technical support on our Restorepoint products for our customers, partners, and other Science Logic team members.
Restorepoint is a device configuration backup and restore solution for hybrid IT environments.
Candidates who excel in Technical Support positions possess excellent knowledge of systems and networks along with an enthusiasm to rapidly learn the newest technologies.
You enjoy working with people to debug intricate problems, have impeccable communication skills (written and verbal), and are real team players who thrive in a collaborative environment to deliver outstanding customer experiences.
The Technical Support Engineer provides support for Science Logic's entire Restorepoint product suite.
Acts as a Tier 2 escalation point for all 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 Science Logic'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 Science Logic 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.
The key to being successful in this role is being an analytical thinker and an excellent communicator.
You must be passionate about helping customers be successful with Restorepoint.
The following skills and experience are necessary:
- 3+ years prior experience in the support of complex, Linux based enterprise software applications.
- 3+ years Linux administration.
- Familiarity with common administrative commands as well as ability to write scripts in one of the major shells.
- 3+ years networking experience.
- Demonstrate experience with firewalls, routers, packet sniffers and general network fundamentals (Cisco, Check Point, Juniper, HP).
- 2+ years My SQL, Postgre SQL, SQLite experience.
- Ability to construct SQL statements to query and occasionally update information in a My SQL database.
- 2+ years SNMP experience.
- Demonstrate familiarity with snmpwalk, mibs and oids.
- Detailed understanding of Server virtualization (VMware, Hyper-V, AWS).
- One or more scripting/programming languages (Bash/POSIX, Perl, Python, C, Go, PHP) – Experience with LUA would be a distinct advantage.
- 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-impact situations.
We are dedicated to building a diverse, inclusive and authentic workplace.
We are an equal opportunity employer and welcome applications from all qualified candidates.
About Science Logic
Science Logic empowers intelligent, automated IT operations, freeing up time and resources, and driving business outcomes with actionable insights.
Our AIOps platform sees broadly across clouds and on-premises, enabling business service visibility with relationship mapping, and workflow automation to eliminate manual tasks.
Trusted by thousands of organizations across the globe, Science Logic's technology has been proven for scale by the world's largest service providers, enterprises and government agencies.