About the company
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Engineer, Platform Tooling based in the United States.
Responsibilities
- Manage and maintain internal and client-facing monitoring platforms, including software support, threshold adjustments, configurations, customizations, and special projects.
- Troubleshoot monitoring issues involving technologies and protocols such as SNMP, WMI, SYSLOG, APIs, and related monitoring mechanisms.
- Own assigned incidents from initial assignment through resolution, maintaining accurate records in ServiceNow.
- Manage service tickets and tasks assigned to individual and team queues.
- Communicate effectively with clients, peers, engineering teams, management, and vendors.
- Troubleshoot and resolve configuration and customization issues and manage vendor support cases.
- Provide emergency on-call support as part of a rotating schedule.
- Test new platform features and functionality, helping develop implementation and validation plans.
- Support the development and maintenance of best-practice policies for supported products.
- Create and maintain clear, accurate technical documentation.
- Monitor business priorities and manage time effectively.
- Provide management with feedback on process improvements.
- Develop additional technical skills across supported products and technologies.
- Collaborate across engineering disciplines to support complex operational processes.
Requirements
- Bachelor's degree or equivalent combination of professional and/or military experience.
- 2–3 years of experience working in an IT operations or comparable technical operations role.
- At least 1 year of hands-on experience with LogicMonitor.
- Basic understanding of networking concepts and protocols, including TCP, UDP, IP addressing, routing, switching, VLANs, and firewalls.
- Technical understanding of VMware ESXi from a monitoring and operational perspective.
- Knowledge of enterprise networking and storage technologies from a monitoring perspective.
- Working knowledge of Microsoft Windows and Unix/Linux operating systems.
- Experience with Groovy scripting.
- Familiarity with system monitoring and analytics platforms such as Nagios, NetXMS, Datadog, New Relic, AppDynamics, Prometheus, Grafana, LogicMonitor, Cribl, or comparable technologies is a plus.
- Experience with Cribl Stream is preferred.
- Ability to operate effectively in multi-vendor environments.
- Strong interpersonal and relationship-management skills.
- Strong written and verbal communication skills.
- Strong customer-service orientation.
- Ability to work independently, identify priorities, and take ownership of tasks.
- Strong problem-solving skills.
- Ability to remain calm, professional, and courteous during periods of operational stress.
- Demonstrated commitment to continuous learning.
- Cisco or other relevant technical certifications are preferred.
Conditions
- Fully remote work opportunity within the Continental United States.
- Approximately 5% travel.
- Opportunity to work with monitoring, cloud, networking, infrastructure, automation, and other modern technology environments.
- Exposure to a broad range of enterprise technologies and multi-vendor platforms.
- Opportunities for continuous technical learning and development.
- Collaborative environment involving engineering teams, clients, management, and technology partners.
- Opportunities to contribute to process improvements, technical standards, and best practices.
- Rotating on-call support as part of the operational team.
- Equal employment opportunity and commitment to reasonable workplace accommodations.