Professional Services Engineer

ScienceLogic   •  

Woodlawn, MD

Industry: Software

  •  

5 - 7 years

Posted 362 days ago

Who we are…

The Service Delivery team is composed of groups of highly intelligent and innovative Technical Support Engineers, Professional Service 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 cutting edge technology solutions for hybrid cloud network monitoring.

 

What you’ll be doing…

• Provide onsite services and support to ScienceLogic customer with a focus on high quality, accuracy and customer satisfaction

• Perform hands-on installation, configuration, and troubleshooting of ScienceLogic appliances as they relate to the ScienceLogic suite of products

• Work closely with customer’s technical and management staff and act as subject matter expert for ScienceLogic products

• Act as the internal customer advocate for problem resolution, new product features, and future product direction

• Flexible and willing to learn new technologies and applications

• Record all activity in the department’s ticketing system

• Use and create knowledgebase articles based on field incidents, and/or common or critical issues

• Adhere to ScienceLogic Professional Services best practices

• Participate in departmental projects

• Self-motivated with the ability to maintain a positive and cooperative attitude in sometimes stressful situations

• Strong project management skills with the ability to prioritize competing project timelines

• Provide leadership and direction for your customer regarding the ScienceLogic product suite

• Creative person who looks for new and innovative ways to resolve problems

• Effective team player willing to assist others when needed

• Document and record all activity and communication with customer in person, over telephone and email according to departmental standards of quality

 

Qualities you possess…

• Effective team player willing to assist others when needed

• A bachelordegree in computer science/engineering or equivalent work experience

• Proven experience with implementation of enterprise level network management or application performance products

•Thorough understanding of IT infrastructure, application, and enterprise infrastructure best practices

• System administration/support experience in Windows and Unix environments with an emphasis on Linux

• Handling customer cases via phone and email systems; on-site experience a plus

• Have exceptional troubleshooting and customer-handling skills

• Excellent written and verbal communication skills

• 5+ years’ experience supporting/using enterprise class infrastructure monitoring platforms

• 5+ years Linux operating system experience

• 3+ years MySQL Databaseexperience

• 3+ years of experience with SNMP and vendor MIB architecture

• 3+ years of experience configuring SNMP trap and/or Syslog alerts

• Strong knowledge of PowerShell, WMI, XML/SOAP

• PHP and/or Python experiencedesired

• Linux scriptingexperiencedesired