Senior Technical Support Engineer - Sovereign Cloud

Company : Sumo Logic, Inc.

Job Type : Full Time

Ireland

Number of Applicants

000+

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Job Description - Senior Technical Support Engineer - Sovereign Cloud

About the Role

We are seeking a highly skilled Senior Technical Support Engineer to join our global support organization at Sumo Logic. In this role, you will serve as a technical expert and escalation point, driving rapid resolution of complex customer issues while delivering an exceptional customer experience. This role includes support for highly regulated and sovereign cloud environments, requiring adherence to strict security, compliance, and data residency requirements.

You will play a critical role in ensuring customers realize value from Sumo Logic’s platform by minimizing downtime, accelerating time to resolution, and proactively identifying and mitigating risk. This role requires strong technical depth, customer empathy, and a passion for operational excellence.

Key Responsibilities

Own and resolve complex technical issues across Sumo Logic’s platform, including ingestion pipelines, search, analytics, and Cloud SIEM capabilities

Act as an escalation point for high-severity (P1/P2) issues, driving cross-functional alignment with Engineering, SRE, and Product teams

Ensure timely and high-quality communication to customers throughout the lifecycle of an issue

Troubleshoot across cloud-native architectures (AWS, APIs, containers, networking, log ingestion)

Diagnose performance issues such as slow queries, ingestion delays, and data pipeline failures

Analyze logs, metrics, and system behavior to identify root causes and recommend solutions

Develop and maintain deep expertise in Sumo Logic’s platform and integrations

Serve as a trusted advisor to customers, ensuring fast time-to-resolution and reduced customer effort

Partner with Customer Success and Professional Services to support customer health and retention

Support customers across EMEA time zones, partnering with global teams in a follow-the-sun model

Drive improvements in key support metrics such as time to resolution (TTR), backlog reduction, and SLA adherence

Contribute to knowledge base articles, runbooks, and automation to scale support delivery

Identify opportunities for AI, automation, and tooling to improve efficiency and responsiveness

Identify trends in support requests, and report and collaborate with the Engineering and Product Management teams during planning sessions

24/7 on call rotation

Required Qualifications

5–8+ years of experience in technical support, site reliability engineering, or related roles in a SaaS environment

Strong troubleshooting skills across distributed systems and cloud environments (AWS preferred)

Experience with log management, observability, or SIEM platforms

Proficiency in one or more of the following:
- Networking fundamentals (TCP/IP, DNS, HTTP/S)
- Linux/Unix systems
- APIs and integrations
- Scripting (Python, Bash, etc.)

Experience managing high-severity incidents and customer escalations

Strong analytical, problem-solving, and communication skills

Additional Requirements: Sovereign Cloud & Regulated Environments

Experience supporting environments with strict data residency, data sovereignty, and jurisdictional controls

Understanding of regionally isolated cloud deployments (e.g., EU Sovereign Cloud) and associated operational constraints

Ability to troubleshoot issues in air-gapped or restricted-access environments with limited tooling and connectivity

Preferred Qualifications

Experience with observability or security platforms, including Sumo Logic or similar tools

Familiarity with containerized environments (Kubernetes, Docker)

Understanding of data pipelines, ingestion architectures, and large-scale distributed systems

ITIL or incident management certifications

Experience working in a global, follow-the-sun support model

Fluency in English (required) and proficiency in at least one additional European language strongly preferred, such as:
- German, French, Spanish, Italian, or Dutch

Ability to communicate complex technical concepts clearly in both written and verbal formats across multiple languages

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Senior Technical Support Engineer - Sovereign Cloud

Job Description - Senior Technical Support Engineer - Sovereign Cloud

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