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.