EMEA Solutions Engineer

What You'll Do:

LM Envision, LogicMonitor's leading hybrid observability platform powered by AI, helps modern enterprises gain operational visibility into and predictability across their IT stacks, so they can continue to deliver extraordinary employee and customer experiences. LogicMonitor has a layered approach to intelligence, where AI and Machine Learning is baked into every facet of the LM Envision platform to help IT teams improve efficiency, minimize alert fatigue, proactively predict trends, and maximize enterprise growth and transformation. 

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

In the professional services team, our mission is to be the trusted partner to the technical teams and strategic partner to the CIO. We aim to deliver a best-in-class observability platform powered by AI. We are committed to providing meaningful metrics that matter, enabling organizations to achieve unparalleled insights, drive innovation, and optimize performance in the dynamic landscape of information technology. We empower teams to optimize performance, enhance client satisfaction, and achieve an unparalleled view of their infrastructure thus allowing the nirvana of being proactive and resolving incidents before they become problems. We help enable insights into not only the infrastructure but also the business and its key value metrics.

The Solutions Engineer (SE) is responsible for the successful delivery of LogicMonitor Professional Services (PS) technical solutions for new and existing customers. The SE works as a member of the PS team, interfacing directly with LogicMonitor customers while working closely with internal Customer Success, Tech Support and Sales teams. Duties vary from crafting advanced configurations of LogicMonitor, leading discovery, design & deployment working sessions with customers and relaying product features and improvements to Product / Development teams. Considered a Subject Matter Expert on all things LogicMonitor, the SE strives to help customers adopt best practices and optimal configurations that align with business goals and supplements a comprehensive IT monitoring strategy.

Here's a closer look at this key role:

Deliver implementations or custom-scoped technical solutions to LogicMonitor customers in-line with customer requirements and signed SOWs Join the PS Project Manager and Customer Success Manager in kicking off PS engagements Act as the subject matter expert in region for CMDB integrations Assist the Solution Architect where required in scoping of CMDB integration projects Guide customers on best practices and how to leverage CMDB integrations in efficient scalable solutions Attend remote working sessions with customers to drive successful LogicMonitor adoption - through discovery, design, and deployment of the LM Envision platform Optimize the platform configuration in-line with best practice but taking into account of any customer limitations Identify gaps, feature requests or issues with LM Envision and relay or escalate to product and development teams Assist develop customer-specific, scripted solutions using LogicMonitor product features (Websites, LogicModules, NetScans) and externally using the REST API Learn, share and advocate technical lessons learned and best practices among peers Serve as Subject Matter Expert (SME) for LogicMonitor to peers and customers Leverage internal resources and teams to keep abreast of new product features, changes and enhancements Develop customer-specific, scripted solutions using LogicMonitor product features (Websites, LogicModules, NetScans) and externally using the REST API Occasionally assist Monitoring Engineering with LogicModule development Occasionally assist Sales or Customer Success Management to help close a deal or retain a customer

What You'll Need:

Must Have

CMDB integration experience Strong Java programming experience 3-4 years experience working as an IT professional in a professional services or customer facing environment 2+ years experience in IT operations: systems administration, network engineering, DevOps, etc Subject matter expertise in one or more IT operations domain(s): Windows/Linux server, networking, security, storage, virtualisation or cloud (AWS / Azure / GCP) 2+ years experience scripting/programming experience in one or more language(s): Python, PowerShell, or Groovy Willingness to travel (10-20%)

Nice to Have

Bachelor's Degree in a computer engineering or science discipline IT certification(s): AWS Certified, CCNA, MCSA, ServiceNow fundamentals or CMDB equivalent Experience with other monitoring tools and protocols (SNMP, WMI, APM) ServiceNow CMDB integration experience

Benefits:

At LM we believe that a total rewards package should be built with the whole person in mind, so we’ve designed a total rewards package that’s almost as complex as you are. We want to support our employees to be healthy and happy!