About the Role
We are seeking a highly skilled Senior Technical Support Engineer to join our global support organization at Sumo Logic. In this role, you will serve as a technical expert and escalation point, driving rapid resolution of complex customer issues while delivering an exceptional customer experience. This role includes support for highly regulated and sovereign cloud environments, requiring adherence to strict security, compliance, and data residency requirements.
You will play a critical role in ensuring customers realize value from Sumo Logics platform by minimizing downtime, accelerating time to resolution, and proactively identifying and mitigating risk. This role requires strong technical depth, customer empathy, and a passion for operational excellence.
Key Responsibilities
- Own and resolve complex technical issues across Sumo Logics 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 Logics 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
- 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
Required Qualifications
- 58+ 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
Additional Requirements: Sovereign Cloud & Regulated Environments
- 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
Preferred Qualifications
- 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
