About The Role

Join LogicMonitor as a Premier Support Engineer, where you will provide dedicated support to our Premier Support customers, enhance the customer experience, and contribute to operational efficiency projects. You will be the primary point of contact for incoming customer requests, manage support tickets, and deliver timely solutions. Additionally, you will conduct quarterly health checks, perform proactive support checks, and serve as a liaison between clients and internal development.

Provide dedicated support to Premier Support customers, managing support tickets from receipt to resolution.
Conduct quarterly health checks for assigned accounts, addressing issues identified during health checks.
Contribute to operational efficiency projects and the Support Knowledge Base to enhance the Premier Support offering.
Proficient in scripting and able to write basic scripts
3+ years supporting or administering SaaS ITIM products
3+ years experience with cloud platforms (AWS, Azure, etc.)
Experience using AI tools to enhance productivity, innovation, or problem-solving
Familiarity with help desk tools like Zendesk or Jira
Excellent English communication skills (written and verbal)
Bachelor Degree or equivalent experience
3+ years of experience in Linux, Windows, network administration, including IT help desk support, or IT operations
Strong troubleshooting skills and methodology
Availability to work M–F: 7–4 PM CT, 8-5 PM CT, 9-6 PM CT or 10–7 PM CT

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