Support Activities 1. Provide functional support for client queries/issues2. Coordinate with support/dev engineers on issue resolution3. Communicate with clients via email Non-Support Activities 1. Assist with new client onboarding and implementations2. Coordinate with the Product Development team to build test cases for new features3. Perform sanity testing and replicate client data4. Run, execute, and update test case scenarios

Senior Technical Support Engineer Job Description About SumoLogic At Sumo Logic, we specialize in empowering the digital workforce through our advanced SaaS analytics platform, focusing on reliable and secure cloud-native applications. Step into the heart of innovation with our dynamic and collaborative support team! As a Technical Support Engineer at SUMO Logic, you will play a crucial role in empowering our customers to harness the full potential of our cutting-edge cloud technology. Your expertise in logging, SIEM, and cloud solutions will be vital in guiding our customers toward achieving unparalleled business success.You will be at the forefront of solving complex challenges and driving technological advancements by providing exceptional technical support and insights. Join us and transform challenges into opportunities, enhancing customer satisfaction and shaping the future of technology.At SUMO Logic, our technical support team is recognized as one of our crown jewels, featuring some of the most technically adept individuals in the industry. Work here is challenging and rewarding, propelling you forward in a fast-paced and dynamic environment. What You Will Do As a Technical Support Engineer, your role will involve:- Working with customer support tickets in our Salesforce Service Cloud ticketing system- Providing enterprise-level support to our customers and partners, focusing on technical issues related to logging, metrics, SIEM, and cloud technologies.- Engaging directly with customers to quickly assess, troubleshoot, and resolve issues from simple to complex, ensuring effective communication and setting clear expectations.- Document enhancements or defects in our products and advise on best practices for implementing and using the Sumo Logic service.- Offering valuable feedback to our engineering, product management, and CS leadership teams based on customer interactions and experiences.- Developing and refining processes, procedures, and tools for the support team to optimize customer interactions and stakeholder interactions.- Producing Knowledge Base (KB) articles for common issues lacking a current KB or revising existing KB articles for the ticketing system KB and public community KB. What You Will Bring With You - Extensive SaaS Experience: Proven track record in a technical role managing multiple customer accounts, preferably with a background in DevOps Engineering, SOC analysis, or similar technical positions. - Customer-Centric Approach: Passion for customer satisfaction and problem-solving, with the ability to manage relationships across various levels, from technical practitioners to executives.- Communication Excellence: Possesses professional and transparent communication skills. Able to deliver technical context to various stakeholder levels using remote (e.g., Zoom) or written media. - Strategic Problem-Solving: Ability to navigate ambiguity, proactively seek necessary support, and manage multiple accounts with attention to detail.- Situation Management: Capable of assessing client scenarios, documenting issue timelines, and working with executive management and product engineering towards root cause analysis and final assessments.- Desire to Learn: Thrive in a fast-paced, high-growth, rapidly changing environment with the ability to work with and deeply understand a new product or service. Utilize Sumo-offered LinkedIn learning and other resources to increase technical knowledge and sharpen soft skills. - Ability to support multiple international time zones Desired Technical Qualifications - Monitoring Platform Experience: Proficiency in Sumo Logic or similar platforms (e.g., Splunk, Data Dog, Elastic, New Relic, Appdynamics, VMWare Tanzu).- In-depth Knowledge of Logging Systems: Proficiency in systems like Windows Event Viewer, Syslog, R Syslog, Syslog-ng.- Expertise in SIEM and Cloud Technologies: Strong understanding of cloud services (AWS, GCP, Azure) and security information and event management (SIEM) principles.- Advanced Technical Skills: Experience with system administration, SSH management, and basic scripting and programming (Java, C++, Python, PowerShell, Bash, etc.). - Query Language Proficiency: SQL or similar query language skills.- Kubernetes and Docker Proficiency: Extensive experience in setup, configuration, troubleshooting, tuning, and infrastructure management.- Network Savvy: Solid knowledge of TCP/IP, ping, traceroute, Netcat, TCP dump, Wireshark, nslookup, etc.- OSS skills in Otel, Prometheus, and Falco are a plus- Sumo Logic experience is a big plus but not required Travel Requirements Minimal, but generally once a quarter to once a year (1-5%) for corporate training and mandatory meetings. Education Bachelors or Masters degree in Engineering, Computer Science, or a similar field, or equivalent work experience.Join us at Sumo Logic and contribute to our mission of revolutionizing technical support in the digital business world, with a particular focus on logging, SIEM, and cloud technologies. About Us Sumo Logic, Inc. empowers the people who power modern, digital business. Sumo Logic enables customers to deliver reliable and secure cloud-native applications through its Sumo Logic SaaS Analytics Log Platform, which helps practitioners and developers ensure application reliability, secure and protect against modern security threats, and gain insights into their cloud infrastructures. Customers worldwide rely on Sumo Logic to get powerful real-time analytics and insights across observability and security solutions for their cloud-native applications. For more information, visit www.sumologic.com . Sumo Logic Privacy Policy . Employees will be responsible for complying with applicable federal privacy laws and regulations, as well as organizational policies related to data protection.#LI-Remote

Senior Technical Support Engineer Job Description About SumoLogic At Sumo Logic, we specialize in empowering the digital workforce through our advanced SaaS analytics platform, focusing on reliable and secure cloud-native applications. Step into the heart of innovation with our dynamic and collaborative support team! As a Technical Support Engineer at SUMO Logic, you will play a crucial role in empowering our customers to harness the full potential of our cutting-edge cloud technology. Your expertise in logging, SIEM, and cloud solutions will be vital in guiding our customers toward achieving unparalleled business success.You will be at the forefront of solving complex challenges and driving technological advancements by providing exceptional technical support and insights. Join us and transform challenges into opportunities, enhancing customer satisfaction and shaping the future of technology.At SUMO Logic, our technical support team is recognized as one of our crown jewels, featuring some of the most technically adept individuals in the industry. Work here is challenging and rewarding, propelling you forward in a fast-paced and dynamic environment. What You Will Do As a Technical Support Engineer, your role will involve:- Working with customer support tickets in our Salesforce Service Cloud ticketing system- Providing enterprise-level support to our customers and partners, focusing on technical issues related to logging, metrics, SIEM, and cloud technologies.- Engaging directly with customers to quickly assess, troubleshoot, and resolve issues from simple to complex, ensuring effective communication and setting clear expectations.- Document enhancements or defects in our products and advise on best practices for implementing and using the Sumo Logic service.- Offering valuable feedback to our engineering, product management, and CS leadership teams based on customer interactions and experiences.- Developing and refining processes, procedures, and tools for the support team to optimize customer interactions and stakeholder interactions.- Producing Knowledge Base (KB) articles for common issues lacking a current KB or revising existing KB articles for the ticketing system KB and public community KB. What You Will Bring With You - Extensive SaaS Experience: Proven track record in a technical role managing multiple customer accounts, preferably with a background in DevOps Engineering, SOC analysis, or similar technical positions. - Customer-Centric Approach: Passion for customer satisfaction and problem-solving, with the ability to manage relationships across various levels, from technical practitioners to executives.- Communication Excellence: Possesses professional and transparent communication skills. Able to deliver technical context to various stakeholder levels using remote (e.g., Zoom) or written media. - Strategic Problem-Solving: Ability to navigate ambiguity, proactively seek necessary support, and manage multiple accounts with attention to detail.- Situation Management: Capable of assessing client scenarios, documenting issue timelines, and working with executive management and product engineering towards root cause analysis and final assessments.- Desire to Learn: Thrive in a fast-paced, high-growth, rapidly changing environment with the ability to work with and deeply understand a new product or service. Utilize Sumo-offered LinkedIn learning and other resources to increase technical knowledge and sharpen soft skills. - Ability to support multiple international time zones Desired Technical Qualifications - Monitoring Platform Experience: Proficiency in Sumo Logic or similar platforms (e.g., Splunk, Data Dog, Elastic, New Relic, Appdynamics, VMWare Tanzu).- In-depth Knowledge of Logging Systems: Proficiency in systems like Windows Event Viewer, Syslog, R Syslog, Syslog-ng.- Expertise in SIEM and Cloud Technologies: Strong understanding of cloud services (AWS, GCP, Azure) and security information and event management (SIEM) principles.- Advanced Technical Skills: Experience with system administration, SSH management, and basic scripting and programming (Java, C++, Python, PowerShell, Bash, etc.). - Query Language Proficiency: SQL or similar query language skills.- Kubernetes and Docker Proficiency: Extensive experience in setup, configuration, troubleshooting, tuning, and infrastructure management.- Network Savvy: Solid knowledge of TCP/IP, ping, traceroute, Netcat, TCP dump, Wireshark, nslookup, etc.- OSS skills in Otel, Prometheus, and Falco are a plus- Sumo Logic experience is a big plus but not required Travel Requirements Minimal, but generally once a quarter to once a year (1-5%) for corporate training and mandatory meetings. Education Bachelors or Masters degree in Engineering, Computer Science, or a similar field, or equivalent work experience.Join us at Sumo Logic and contribute to our mission of revolutionizing technical support in the digital business world, with a particular focus on logging, SIEM, and cloud technologies. About Us Sumo Logic, Inc. empowers the people who power modern, digital business. Sumo Logic enables customers to deliver reliable and secure cloud-native applications through its Sumo Logic SaaS Analytics Log Platform, which helps practitioners and developers ensure application reliability, secure and protect against modern security threats, and gain insights into their cloud infrastructures. Customers worldwide rely on Sumo Logic to get powerful real-time analytics and insights across observability and security solutions for their cloud-native applications. For more information, visit www.sumologic.com . Sumo Logic Privacy Policy . Employees will be responsible for complying with applicable federal privacy laws and regulations, as well as organizational policies related to data protection.#LI-Remote

Keeping track of all payments and expenditures, including payroll, purchase orders, invoices, statements, etc. that are received over the emails. Ensure that invoices are correctly coded, posted into the system, and adequately attached with relevant documents. Setting up of Vendor and other entities in application Paying vendors as per due date criteria and ensuring payment is received by the vendors Responding to all vendor/branches/onshore enquiries regarding payments. Updating tickets on client queries/issues on ticketing platforms for billing purposes and tracking escalations. Query resolution. Perform Quality check on TE reports and process the same. Bank Statement reconciliation Coordination with support/dev engineers on issues resolution Creation/Updation of SOPs in a timely manner. Required skills and qualifications Post Graduate or equivalent qualification in the field of accounting and finance. Understanding of basic principles of finance, accounting, and bookkeeping. Time management skills and detail orientation. Experience in accounts payable (or accounts receivable) preferred. Experience with any accounting software like Workday, Concur etc. and online platforms would be an added advantage but not mandatory.

Customer Success Specialist/ Renewal Specialist "This is a remote role" We seek a proactive Customer Success Specialist / Renewal Specialist to drive customer retention and ensure seamless renewals. In this role, you will manage renewal cycles, engage with customers to understand their needs and identify expansion opportunities. You will collaborate cross-functionally to address challenges, optimize account health, and enhance customer satisfaction. The ideal candidate has strong communication skills, a customer-first mindset, and experience in SaaS or subscription-based businesses. Responsibilities Renewal Management: Monitor customer contract renewal dates and proactively reach out to clients nearing expiration. Conduct renewal discussions, understanding customer needs and addressing any concerns. Prepare renewal quotes and negotiate terms to achieve mutually beneficial agreements. Identify at-risk renewals and develop targeted strategies to retain customers. Comfortable in working in night shifts independently. Customer Relationship Building: Establish strong relationships with key customer stakeholders. Regularly check-in with customers to assess their satisfaction and usage of the product/service. Proactively identify potential issues and address them promptly. Required Qualifications and Skills BE/BTech or BCS (Degree or equivalent experience) Years of Experience- 5-8 years required in the Saas Industry with 3-5 years in CSS or renewals Role. Proven track record in a customer success or account management role, ideally with experience in renewals. Willing to work in US Shift from 6 PM IST to 3 AM IST Desirable Skills Excellent Communication Skills Strong commitment to delivering exceptional customer service and exceeding expectations. Proficiency in analyzing customer data to identify trends and opportunities. Familiarity with CRM systems (e.g., Salesforce, Clari, Zuora, Gainsight) to manage customer interactions and track renewal progress. About Us Sumo Logic, Inc. empowers the people who own businesses through its Sumo Logic SaaS Analytics Log Platform, a digital business. Sumo Logic enables customers to deliver a reliable and secure cloud. This Platforms Log Platform helps practitioners and developers ensure application reliability, secure and protect against modern security threats, and gain insights into their cloud infrastructures. Customers worldwide rely on Sumo Logic to get powerful real-time insights and insights across observability and security solutions for their cloud-native applications. For more information, visit www.sumologic.com . Sumo Logic Privacy Policy . Employees will be responsible for complying with applicable federal privacy laws and regulations, as well as organizational policies related to data protection. #LI-Remote

Customer Success Specialist/ Renewal Specialist "This is a remote role" We seek a proactive Customer Success Specialist / Renewal Specialist to drive customer retention and ensure seamless renewals. In this role, you will manage renewal cycles, engage with customers to understand their needs and identify expansion opportunities. You will collaborate cross-functionally to address challenges, optimize account health, and enhance customer satisfaction. The ideal candidate has strong communication skills, a customer-first mindset, and experience in SaaS or subscription-based businesses. Responsibilities Renewal Management: Monitor customer contract renewal dates and proactively reach out to clients nearing expiration. Conduct renewal discussions, understanding customer needs and addressing any concerns. Prepare renewal quotes and negotiate terms to achieve mutually beneficial agreements. Identify at-risk renewals and develop targeted strategies to retain customers. Comfortable in working in night shifts independently. Customer Relationship Building: Establish strong relationships with key customer stakeholders. Regularly check-in with customers to assess their satisfaction and usage of the product/service. Proactively identify potential issues and address them promptly. Required Qualifications and Skills BE/BTech or BCS (Degree or equivalent experience) Years of Experience- 5-8 years required in the Saas Industry with 3-5 years in CSS or renewals Role. Proven track record in a customer success or account management role, ideally with experience in renewals. Willing to work in US Shift from 6 PM IST to 3 AM IST Desirable Skills Excellent Communication Skills Strong commitment to delivering exceptional customer service and exceeding expectations. Proficiency in analyzing customer data to identify trends and opportunities. Familiarity with CRM systems (e.g., Salesforce, Clari, Zuora, Gainsight) to manage customer interactions and track renewal progress. About Us Sumo Logic, Inc. empowers the people who own businesses through its Sumo Logic SaaS Analytics Log Platform, a digital business. Sumo Logic enables customers to deliver a reliable and secure cloud. This Platforms Log Platform helps practitioners and developers ensure application reliability, secure and protect against modern security threats, and gain insights into their cloud infrastructures. Customers worldwide rely on Sumo Logic to get powerful real-time insights and insights across observability and security solutions for their cloud-native applications. For more information, visit www.sumologic.com . Sumo Logic Privacy Policy . Employees will be responsible for complying with applicable federal privacy laws and regulations, as well as organizational policies related to data protection. #LI-Remote

Designation - Associate Engineer Job Description Associate Engineer (AE) will be working on the IVP Delivery team on projects directly with clients or with IVP business analysts to customize integrate IVP products and custom solutions. AE would be responsible for engineering testing workflows, engineering testing data flows, orchestrating dataflows, configuring reports / dashboards / charts, loading validating data in IVP products, visualizing data, conveying results using visually elegant dashboards using Power BI / SSRS / Tableau, along with writing sql stored procedures custom C# classes for implementing IVP products. In addition to project delivery, the Associate Engineer is also responsible for coordinating product change requests, product feature validations and maintenance requests between the business and the development team. Skills required: Computer science or IT Graduate or Equivalent from a reputed college. Must be proficient in SQL (Any RDBMS) Ability to write basic DML / DDL commands Ability to write queries using below operators JOIN UNION INTERSECT Ability to write simple SQL stored procedures Ability to write User defined scalar / Table valued functions Ability to create necessary indexes on SQL tables Any object oriented programming language (C# / Java preferred) Basic syntax Ability to use a package / dependency manager like Nuget Conditional operators / Arrays / Loops OOP concepts Inheritance / Overloading / Overriding Constructors / Destructors Abstraction Debugging using any IDE Good Analytical skills and a quick learner. Ability to solve simple / medium problems Excellent Communication skills (oral and written both). Optional Skills: NodeJS / AngularJS/Knockout JS would be a plus .NET basics / .NET Web technologies basics. (At Least MVC and / or ASP.NET web forms) would be a plus PowerShell / UNIX shell scripting a plus Documentations and Testing as needed