Senior Technical Support Engineer

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
• Troubleshoot across cloud-native architectures including AWS, APIs, containers, and networking
• Diagnose performance issues such as slow queries, ingestion delays, and data pipeline failures
• Analyze logs, metrics, and system behavior to identify root causes
• Support customers across EMEA time zones in a follow-the-sun model
• Participate in a 24/7 on-call rotation

Requirements

• 5–8+ years of experience in technical support, SRE, or related SaaS roles
• Strong troubleshooting skills in distributed systems and cloud environments (AWS preferred)
• Experience with log management, observability, or SIEM platforms
• Proficiency in Networking (TCP/IP, DNS, HTTP/S), Linux/Unix, APIs, and scripting (Python, Bash)
• Experience managing high-severity incidents and customer escalations
• Experience supporting environments with strict data residency and sovereignty requirements
• Ability to troubleshoot in air-gapped or restricted-access environments

Preferred Qualifications

• Experience with Kubernetes or Docker
• Understanding of data pipelines and large-scale distributed systems
• ITIL or incident management certifications
• Proficiency in an additional European language (German, French, Spanish, Italian, or Dutch)

About the Company

Sumo Logic provides a cloud-native platform for log management, observability, and security analytics.