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 point of contact for designated incidents, maintaining ownership until resolution.

• Collaborate with colleagues and management through phone calls, instant messaging, video calls, and emails to resolve internal issues within established SLAs.

• Record actions and communications in ServiceNow.

• Diagnose monitoring-device issues related to SNMP, WMI, SYSLOG, APIs, and associated platforms.

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

• Provide feedback to management regarding process enhancements and areas needing attention.

• Engage with clients, colleagues, teams, managers, and various engineering departments concerning incident and change management.

• Develop and maintain technical documentation, articulating services/capabilities in clear terms for non-technical audiences.

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

• Stay accessible during shifts through instant messaging, phone calls, emails, and other approved communication methods.

• Evaluate new features and functionalities, assisting in the development of implementation and verification plans for live-network operations.

• Troubleshoot and resolve configuration, customization, and related issues; monitor vendor support cases until resolution.

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

• Acquire additional skills in other products as business requirements evolve.

• Manage service tickets and tasks designated to personal and team queues.

• Carry out other assigned responsibilities.

⛳️ Requirements

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

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

• Over 2 years of experience utilizing LogicMonitor.

• Proficiency in writing custom LogicModules in LogicMonitor.

• Fundamental understanding of TCP, UDP, IP addressing, routing and switching, VLANs, and firewalls.

• Technical insight into VMware ESXi from a monitoring perspective.

• Technical comprehension of enterprise networking from a monitoring standpoint.

• Technical knowledge of storage solutions from a monitoring viewpoint.

• Familiarity with Microsoft Windows and *nix operating systems.

• Commitment to continually develop technical skills and keep up with new services and technologies.

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

• Knowledge of log handling, parsing, and enrichment.

• Preferred experience with Cribl Stream and/or Cribl Edge.

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

• Ability to address and escalate significant operational issues.

• Strong interpersonal skills and relationship management capabilities.

• Ability to thrive in a team environment and undertake tasks with self-direction.

• Excellent customer service skills and client-oriented mindset.

• Strong communication abilities, including conveying technical information in layman's terms.

• Preferred Cisco or other vendor certifications relevant to the engineering field.

• Good problem-solving capabilities.

• Ability to remain calm and courteous under stressful conditions.

• Capacity to manage multiple issues concurrently.

• Ability to maintain complex operational processes.

🏝️ Benefits

• Remote work opportunities within the Continental US.

• 5% travel required.

• Rotating emergency on-call support.

• Commitment to equal opportunity employment.

• Reasonable accommodations available for individuals with disabilities.

• Priority referrals for protected veterans.