Senior Engineer, Platform Tooling

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and sustain Managed Services monitoring platforms under the guidance of the Engineering Manager.

• Act as the main contact for designated incidents, maintaining ownership until resolution.

• Collaborate with colleagues and management via phone, instant messaging, video, and email to address internal issues within established SLAs.

• Log actions and communications in ServiceNow.

• Diagnose monitoring devices and platforms through SNMP, WMI, SYSLOG, APIs, and related technologies.

• Supervise the daily functioning of internal and client-facing monitoring solutions, including software support, threshold adjustments, customizations, and special projects.

• Provide management with insights on process enhancements and areas needing attention.

• Engage with clients, peers, teams, and managers about incident and change management.

• Generate and update technical documentation, clearly defining services and capabilities.

• Offer emergency on-call support on a rotating basis.

• Evaluate new features and functionalities, assisting in the development of implementation and verification plans.

• Troubleshoot and resolve configuration, customization, and production challenges; monitor vendor support cases until resolution.

• Advocate for best-practice policies for supported products and contribute them to the Knowledge Base.

• Acquire additional product knowledge as business demands evolve.

• Manage assigned service tickets and tasks in both personal and team queues.

• Perform other responsibilities as designated.

⛳️ Requirements

• Bachelor’s degree or equivalent work experience and/or military service.

• 3–5 years of experience in supporting enterprise IT infrastructure within IT Operations, NOC, Managed Services, Infrastructure Operations, or Monitoring/Observability roles.

• At least 2 years of experience working with LogicMonitor.

• Proficient in writing custom LogicModules in LogicMonitor.

• Fundamental knowledge of TCP, UDP, IP Addressing, Routing and Switching, VLANs, and Firewalls.

• Technical insight into VMware ESXi from a monitoring standpoint.

• Technical understanding of enterprise networking from a monitoring perspective.

• Technical comprehension of storage solutions from a monitoring viewpoint.

• Familiarity with Microsoft Windows and *nix operating systems.

• Experience in programming/scripting with Python, Groovy, and/or Bash.

• Background in log handling, parsing, and enrichment.

• Experience with Cribl Stream and/or Cribl Edge is preferred.

• Capability to effectively manage and operate in multi-vendor environments.

• Experience in addressing and escalating high-impact operational issues.

• Strong interpersonal skills and relationship management capabilities.

• Ability to thrive in a team setting while undertaking tasks independently.

• Excellent customer service skills and client-centric focus.

• Strong communication abilities, including the translation of technical information into layman’s terms.

• Cisco or other relevant vendor certifications in the engineering field are preferred.

• Good problem-solving aptitude.

• Capacity to remain calm and courteous under pressure.

• Ability to handle multiple problems concurrently.

• Experience in maintaining intricate operational processes.

🏝️ Benefits

• 5% associated travel required.

• Emergency on-call support on a rotating schedule.

• Equal Opportunity Employer.

• Reasonable accommodations available for individuals with disabilities.

• Priority referrals for protected veterans.