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 role is open to candidates based in or near Austin, TX.**Our Austin office is based in the vibrant San Jacinto Center downtown with breathtaking views of Lady Bird Lake. At Logic Monitor, we hire within our Centers of Energy—vibrant locations where our teams connect, collaborate, and innovate.

To learn more about life at Logic Monitor, check out our Careers Page.

What You'll Do:

Logic Monitor® is the AI-first hybrid observability platform powering the next generation of digital infrastructure. Logic Monitor 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, Logic Monitor helps IT and business leaders protect margins, accelerate innovation, and deliver exceptional digital experiences without compromise.

Our customers love Logic Monitor'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, Logic Monitor has received the highest Net Promoter Score of any IT Infrastructure Management provider. Logic Monitor also boasts high employee satisfaction. We have been certified as a Great Place To Work®, and named one of Built In's Best Places to Work for the seventh year in a row!

The Sr. Premier Support Engineer (Sr. PSE) provides dedicated support to our Premier Support customers as well as our internal Premier Support team and is a key contributor to the LM Customer Experience. As the dedicated interface for incoming Premier Support customer requests, the Sr. PSE will log and own incoming and escalated support tickets from receipt to 100% resolution under measured Service Level Agreements (SLAs). The Sr. PSE will contribute to the product experience by resolving escalated customer requests, educating users and team members on LM functionality, and providing useful solutions within the product to the customer in a timely manner.

Here's a closer look at this key role: Escalation (“backline”) support for more challenging issues, helping set up test scenarios for reproduction and submission to Development/Product.

Contribute to methodologies, best practices, and techniques to improve our support process.

Interact with customers via chat, phone, or email regarding escalated issues.

Provide Technical Support for requests submitted by Logic Monitor Premier Support customers via dedicated support channels (Chat, Ticket, Phone).

Act as Dedicated Premier Support Engineer for up to 5 assigned accounts.

Schedule and Lead Premier Support Kickoff calls of assigned accounts in conjunction with the Customer Success Team.

Conduct Quarterly Health Checks for assigned accounts.

Schedule and address customer issues identified via Quarterly Health Checks with Health Check Remediation Sessions for assigned accounts.

Conduct Daily, Weekly, and monthly Pro-Active Support checks to help drive value within assigned accounts.

Contribute to 1 operational efficiency project a quarter. Helping drive continued improvements to the Premier Support offering.

Serve as liaison between client and internal development for all escalated product-related issues, including product enhancements, bug resolution, and overall product education

Contribute content to Support Knowledge Base each quarter.

Maintain a reassignment rate of 10% or less of overall case volume.

Acquire and maintain a CSAT and Support QA score above 95%.

Maintain adherence to current internal MTTR guidelines.

What You'll Need:

Bachelors Degree, or equivalent experience

Minimum of 2 years experience using or supporting Logic Monitor

Complete the Logic Monitor Certified Implementation Professional (LMCIP) certification

4+ years experience in Linux, Windows, or Network administration, IT Help Desk Support, or other IT Operations Support

Intermediate understanding of scripting and ability to write basic scripts

Understanding and/or experience with cloud platforms and services: Amazon Web Services, Microsoft Azure, etc.

Available to work M-F (7 AM-4 PM or 10 AM-7 PM CT)

Experience with Zendesk, Jira, or other help desk ticketing systems

Excellent written and verbal communication skills in the English language

Residents of California, click Here to view our California Applicant Privacy Notice.

Anticipated Application Close Date: 05/11/26

Logic Monitor is an Equal Opportunity Employer:

**At Logic Monitor, 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.

**Work Authorization:
At this time, we are able to consider candidates who are authorized to work in the United States on a full-time, permanent basis without requiring new or initial employer-sponsored work authorization.
Candidates who currently hold valid U.S. work authorization that can be transferred to a new employer (such as certain H-1B statuses) may be considered on a case-by-case basis.
We are not able to provide new sponsorship for employment-based visas that require an initial petition or application by the employer.

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 opt.out@logicmonitor.com. *

By submitting your application, you acknowledge this notice.

#BI-Hybrid

Logic Monitor is dedicated to fostering a culture of transparency and fairness, including our commitment to pay transparency. We provide the base salary ranges for all positions posted within the United States.

Compensation packages at Logic Monitor for eligible roles include base salary, a variable plan depending on role, along with comprehensive benefits. The range displayed on each job posting reflects the minimum and maximum base salary target for new hires in the position, determined by work location and additional factors, including job-related skills, experience, interview performance, and relevant education or training. As part of our holistic compensation philosophy, your package will also include, but is not limited to: Comprehensive health, dental and vision coverage, generous parental leave policies, access to our Employee Assistance Program and various Wellness programs, a 401K with company matching, a Lifestyle Spending Account, and an unlimited vacation policy. For more information on our benefits, see our careers page.

The Base Salary range for this role is:$76,650—$110,000 USD

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. Please click here to review Logic Monitor’s U.S. Pay Transparency Nondiscrimination Provision.