Senior Technical Support Engineer – Sovereign Cloud
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Job Description
Senior Technical Support Engineer resolving complex technical issues and driving customer success at Sumo Logic. Requires strong troubleshooting skills and experience with cloud environments.
Responsibilities:
- 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) issues, driving cross-functional alignment with Engineering, SRE, and Product teams
- Ensure timely and high-quality communication to customers throughout the lifecycle of an issue
- Troubleshoot across cloud-native architectures (AWS, APIs, containers, networking, 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
- Develop and maintain deep expertise in Sumo Logic’s platform and integrations
- Serve as a trusted advisor to customers, ensuring fast time-to-resolution and reduced customer effort
- Partner with Customer Success and Professional Services to support customer health and retention
- Drive improvements in key support metrics such as time to resolution (TTR), backlog reduction, and SLA adherence
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 (AWS preferred)
- Experience with log management, observability, or SIEM platforms
- Proficiency in one or more of the following:
- Networking fundamentals (TCP/IP, DNS, HTTP/S)
- Linux/Unix systems
- APIs and integrations
- Scripting (Python, Bash, etc.)
- 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 (e.g., EU Sovereign Cloud) and associated operational constraints
- Ability to troubleshoot issues in air-gapped or restricted-access environments with limited tooling and connectivity
- Experience with observability or security platforms, including Sumo Logic or similar tools
- Familiarity with containerized environments (Kubernetes, Docker)
- Understanding of data pipelines, ingestion architectures, and large-scale distributed systems
- ITIL or incident management certifications
- Experience working in a global, follow-the-sun support model
- Fluency in English (required) and proficiency in at least one additional European language strongly preferred, such as:
- German, French, Spanish, Italian, or Dutch
- Ability to communicate complex technical concepts clearly in both written and verbal formats across multiple languages
Benefits:
- Support customers across EMEA time zones, partnering with global teams in a follow-the-sun model
- Drive improvements in key support metrics such as time to resolution (TTR), backlog reduction, and SLA adherence
- Contribute to knowledge base articles, runbooks, and automation to scale support delivery
- Identify opportunities for AI, automation, and tooling to improve efficiency and responsiveness
- Identify trends in support requests, and report and collaborate with the Engineering and Product Management teams during planning sessions
- 24/7 on call rotation
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