About Us:

We love going to work and think you should too. Our team is dedicated to trust, customer obsession, agility, and striving to be better everyday. These values serve as the foundation of our culture, guiding our actions and driving us towards excellence. We foster a culture of performance and recognition, allowing us to transform growth as we enable our employees to do the best work of their careers.

This position is located in Austin, TX. Our office is based in the vibrant San Jacinto Center downtown with breathtaking views of Lady Bird Lake. Across the globe, our Centers of Energy serve as hubs where we accelerate productivity and collaboration, inspire creativity, and cultivate a culture of connection and celebration. Our teams coordinate their time in Centers of Energy to reflect how they work best.

To learn more about life at LogicMonitor, check out our Careers Page.

What You’ll Do:

LM Envision, LogicMonitor’s leading hybrid observability platform powered by AI, helps modern enterprises gain operational visibility into and predictability across their IT stacks, so they can continue to deliver extraordinary employee and customer experiences. LogicMonitor has a layered approach to intelligence, where AI and Machine Learning is baked into every facet of the LM Envision platform to help IT teams improve efficiency, minimize alert fatigue, proactively predict trends, and maximize enterprise growth and transformation.

Our customers love LogicMonitor’s ability to bring cloud and traditional IT together into one view, as seen in minimal churn rates, expansion business, and exciting new customer references. In fact, LogicMonitor has received the highest Net Promoter Score of any IT Infrastructure Management provider. LogicMonitor also boasts high employee satisfaction. We have been certified as a Great Place To Work®, and named one of BuiltIn’s Best Places to Work for the seventh year in a row!

As a Federal Support Engineer (FSE), you will be the frontline technical support for our US Federal Government customers, playing a critical role in delivering an exceptional LogicMonitor experience. You’ll manage incoming support cases from receipt to resolution, ensuring customer challenges are addressed efficiently and effectively.

In this role, you’ll contribute to customer success by resolving technical issues, educating users on product functionality, and delivering tailored solutions. Additionally, your insights will shape LogicMonitor’s future by reporting product deficiencies to Product and Development teams, improving documentation, and enriching our user communities.

Here’s a closer look at this key role:

Act as a customer advocate by collaborating across teams to ensure timely and effective resolution of customer support cases.
Address incoming support cases through chat and ticketing systems
Consistently deliver excellence in case management, ensuring resolutions meet or exceed SLAs.
Maintain a high proficiency in the LogicMonitor platform and supporting technologies to provide informed and accurate guidance.
Serve as liaison between customers and internal teams, including Product, Development, and Customer Success, to address escalated issues such as product enhancements, bug fixes, and product education.
Develop a professional growth plan with your manager, setting clear goals and tracking tangible outcomes to drive your success.
Contribute actively to team engagement by participating in communication channels, collaborative Zoom sessions, and knowledge sharing initiatives

What You’ll Need:

3+ years of experience in IT administration, including in Linux, Windows, networking, and SaaS ITIM platforms.
3+ years of experience with cloud platforms such as AWS and Azure, as well as container technologies like Docker and Kubernetes.
Exceptional troubleshooting and customer service skills, with the ability to effectively communicate technical solutions to both technical and non-technical stakeholders.
Proficiency in scripting, with the ability to write basic scripts; experience with Apache Groovy and familiarity with file formats like XML, JSON, and YAML is preferred.
Proven experience supporting mission-critical applications that operate 24x365, ensuring reliability and uptime.
Solid understanding of engineering frameworks to identify product limitations versus configuration needs or new feature requests.
Strong knowledge of security and access control principles to ensure compliance and system integrity.
Flexibility to work a varied overnight schedule and participate in a rotating on-call weekend coverage.
U.S. citizenship is required due to the specific responsibilities associated with this role.

Residents of California, click Here to view our California Applicant Privacy Notice.

Anticipated Application Close Date: 03/17/2025

LogicMonitor is an Equal Opportunity Employer
At LogicMonitor, we believe that innovation thrives when every voice is heard and each individual is empowered to bring their unique perspective. We’re committed to creating a workplace where diversity is celebrated, and all employees feel inspired and supported to contribute their best.For us, equal opportunity means fostering a truly inclusive culture where everyone has the chance to grow and succeed. We don’t just open doors; we invite you to step through and be part of something bigger. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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LogicMonitor is dedicated to fostering a culture of transparency and fairness, including our commitment to pay transparency. We provide the base salary ranges for all positions posted within the United States.

Compensation packages at LogicMonitor for eligible roles include base salary, a variable plan depending on role, along with comprehensive benefits. The range displayed on each job posting reflects the minimum and maximum base salary target for new hires in the position, determined by work location and additional factors, including job-related skills, experience, interview performance, and relevant education or training. LogicMonitor employees in eligible roles are also granted equity based compensation, subject to Board of Director approval. As part of our holistic compensation philosophy, your package will also include, but is not limited to: Comprehensive health, dental and vision coverage, generous parental leave policies, access to our Employee Assistance Program and various Wellness programs, a 401K with company matching, a learning and development stipend, and an unlimited vacation policy. For more information on our benefits, see our careers page.

The Base Salary range for this role is:

$76,650—$90,000 USD

Technical Support Engineer

Fedramp

LogicMonitor

Compensation Overview

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