Technical Support Engineer

LogicMonitor; Pune District; On-site; INR 900,000 - 1,200,000; Full time

Job summary

LogicMonitor in Pune, India is hiring a front-line Technical Support Engineer. You will log and own incoming cases, resolve issues within SLAs, and educate users on LM functionality, helping customers while maintaining product knowledge. The role emphasizes collaboration with product teams and growth planning.

The position is based in Pune, a major tech hub, with opportunities to work across cloud and on-prem environments in a fast-paced, customer-centric company.

Qualifications

• 3+ years in supporting or administering SaaS ITIM products.
• 3+ years in Linux/Windows administration and operations.
• 3+ years experience with container technologies (Docker/Kubernetes) and cloud services.

Responsibilities

• Serve as front-line technical support contact for LM product users.
• Log, own and resolve incoming support cases within SLAs.
• Educate users on LM functionality and provide in-product solutions.
• Maintain proficiency with LM product and supporting technologies.
• Collaborate with product/development teams on escalated issues and enhancements.
• Develop a professional development plan with your manager.

Skills

Customer service

Troubleshooting

Scripting basics

SaaS ITIM support

Linux administration

Windows administration

Cloud platforms (AWS/Azure)

Tools

Docker

Kubernetes

AWS

Azure

Job description

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.

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 Pune.

You’ll be working in a major tech center of Pune, India. 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.

What You’ll Do:

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!

The TSE is a front-line technical support contact for LM product users and a key contributor to LM customer experience. As the primary interface on incoming technical support issues, the TSE will log and own incoming support cases from receipt to resolution. The TSE will contribute to the product experience through resolving customer problems, educating users on LM functionality and providing useful solutions within the product to the customer.

Here’s a closer look at this key role:

• Customer advocacy, collaborating across the team ensuring timely resolution to customer support situations
• Address incoming customer support cases via our chat or ticketing system
• Demonstrate excellence in customer case management through resolution under measured SLAs
• Maintain a high proficiency with the product and supporting technologies
• Serve as liaison between customers and our product/development teams and customer success for all escalated product related issues, including product enhancements, bug resolution and overall product education
• Create a professional development plan with your manager and set goals with tangible outcomes
• Participate in team channels, regular engagement and support across team zooms

What You’ll Need:

• Exceptional customer service and communication skills
• Excellent troubleshooting skills and methodology
• Proficiency with scripting and ability to write basic scripts
• 3+ years experience with supporting or administering SaaS ITIM Products
• 3+ years experience in Linux/Windows/Network administration and operations.
• 3+ years experience with maintaining or administration of container technology(Docker/Kubernetes)
• 3+ years experience with cloud platforms and services: AWS, Azure, etc.

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.

Notice Regarding Use of AI in Hiring

We use artificial intelligence tools to assist with reviewing job applications, such as matching skills and experience to job requirements. These tools support, but do not replace, human review. All hiring decisions are made by our recruiting and hiring teams.

You may opt out of AI processing at any time, and your application will still be reviewed. To opt out, please contact us at [e-mail].

By submitting your application, you acknowledge this notice.

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

If you need a reasonable accommodation during the application or interview process under applicable local law, please submit a request via this Accommodation Request Form.

Know your rights: workplace discrimination is illegal.