LogicMonitor® is the AI-first hybrid observability platform powering the next generation of digital infrastructure. LogicMonitor delivers complete visibility and actionable intelligence across on-premises, cloud, and edge environments. By anticipating issues before they strike, optimizing resources in real time, and enabling faster, smarter decisions, LogicMonitor helps IT and business leaders protect margins, accelerate innovation, and deliver exceptional digital experiences without compromise.

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 Premier Support Engineer (PSE), you will provide dedicated support to our Premier Support customers, playing a critical role in enhancing the LM Customer Experience. You will be the primary point of contact for incoming customer requests, own logging and managing support tickets from receipt to full resolution within defined Service Level Agreements (SLAs). Your contributions will include resolving customer requests, educating users on LM functionality, and delivering timely, effective solutions.

Here’s a closer look at this key role:

• Provide technical support to LogicMonitor Premier Support customers via chat, ticket, and phone.
• Act as the dedicated Premier Support Engineer for up to 8 assigned accounts.
• Schedule and Lead Premier Support kickoff calls in collaboration with the Customer Success Team.
• Conduct quarterly health checks for assigned accounts.
• Address issues identified during health checks with scheduled remediation sessions.
• Perform daily, weekly, and monthly proactive support checks to maximize value for assigned accounts.
• Contribute to one operational efficiency project each quarter to enhance the Premier Support offering.
• Serve as a liaison between clients and internal development for escalated issues, including product enhancements, bug resolutions, and product education.
• Contribute to the Support Knowledge Base quarterly.

• Bachelor Degree or equivalent experience.
• Strong troubleshooting skills and methodology.
• 3+ years supporting or administering SaaS ITIM products.
• 3+ years of experience in Linux, Windows, network administration, including IT help desk support, or IT operations.
• Proficient in scripting and able to write basic scripts.
• 3+ years experience with cloud platforms (AWS, Azure, etc.)
• Familiarity with help desk tools like Zendesk or Jira.
• Excellent English communication skills (written and verbal).
• Availability to work M-F: 7-4 PM CT, 8-5 PM CT, 9-6 PM CT or 10-7 PM CT.
• Experience using AI tools to enhance productivity, innovation, or problem-solving.

At this time, we are able to consider candidates who are authorized to work in the United States on a full-time, permanent basis without requiring new or initial employer-sponsored work authorization. Candidates who currently hold valid U.S. work authorization that can be transferred to a new employer (such as certain H-1B statuses) may be considered on a case-by-case basis. We are not able to provide new sponsorship for employment-based visas that require an initial petition or application by the employer.

LI-DW1 #LI-Hybrid #BI-Hybrid

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. 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 Lifestyle Spending Account, and an unlimited vacation policy. For more information on our benefits, see our careers page. The Base Salary range for this role is: $69,615-$86,600 USD

Our goal is to ensure an accessible and inclusive experience for every candidate.

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.