Engineer, Platform Tooling

Accountabilities

• • 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, unless escalation or reassignment is required, while maintaining accurate records in ServiceNow.

  • Manage service tickets and tasks assigned to individual and team queues, ensuring timely progress and appropriate communication.

  • Communicate effectively with clients, peers, engineering teams, management, and vendors regarding incidents, changes, and operational issues.

  • Troubleshoot and resolve configuration and customization issues and manage vendor support cases through production issue resolution.

  • Provide emergency on-call support as part of a rotating schedule and remain accessible through approved communication channels while on shift.

  • Test new platform features and functionality, helping develop implementation and validation plans to ensure successful operation in production environments.

  • Support the development and maintenance of best-practice policies for supported products and contribute these resources to the knowledge base.

  • Create and maintain clear, accurate technical documentation and define services and capabilities in language accessible to both technical and non-technical audiences.

  • Monitor business priorities and manage time effectively to deliver accurate and timely outcomes across competing assignments.

  • Provide management with feedback on process improvements, operational concerns, and opportunities to increase efficiency.

  • Develop additional technical skills across supported products and technologies as business needs evolve.

  • Collaborate across engineering disciplines to support complex operational processes and highly impactful issues.

  • Perform other related duties as assigned.

  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 and manage or escalate high-impact operational issues to appropriate management or third-party vendors.

  • Strong interpersonal and relationship-management skills, with the ability to work effectively with clients, engineers, managers, and other stakeholders.

  • Strong written and verbal communication skills, including the ability to explain technical concepts clearly to non-technical audiences.

  • Strong customer-service orientation and a client-focused approach.

  • Ability to work independently, identify priorities, and take ownership of tasks within a collaborative team environment.

  • Strong problem-solving skills and the ability to manage multiple issues simultaneously.

  • Ability to remain calm, professional, and courteous during periods of operational stress.

  • Demonstrated commitment to continuous learning and keeping technical skills current with emerging services and technologies.

  • Cisco or other relevant technical certifications are preferred.

  • Ability to work within established operational processes while identifying opportunities for improvement.

  Benefits

  • 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.

  • Applications accepted on a rolling basis.