Sumo Logic - Senior Technical Support Engineer - Sovereign Cloud
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 • 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 • 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 • German, French, Spanish, Italian, or Dutch • Ability to communicate complex technical concepts clearly in both written and verbal formats across multiple languages
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 • 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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