• 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

• User Support & IT Operations – Serve as a senior escalation point for a fully remote, distributed workforce. Deliver high-quality, timely, empathetic support entirely over Slack, Zoom, and remote screen-share tools — no walk-up desk, no local hands. Own complex troubleshooting across macOS (primary), Windows, Linux, and mobile. • Onboarding & Offboarding – Own end-to-end user lifecycle: account provisioning, group membership, device shipment and enrollment, and clean offboarding. Continuously refine the process alongside People Ops and Security. • Identity & Access Management – Administer our identity stack in Rippling (our core IDP and MDM) — SCIM connections, groups, workflows, SSO/MFA configurations across our SaaS environment. Okta experience is a strong plus and forward-looking as we evaluate our identity architecture. • Device & Endpoint Management – Own our Mac-first fleet through Rippling MDM: enrollment, configuration profiles, patching, compliance baselines, and remote troubleshooting. Maintain accurate asset inventory in Snipe-IT. • AI-Powered IT Operations – Assured runs on an AI-forward IT stack. You'll operate and extend our automation layer via Console.com (ARIA) powering our Slack Request channels, and contribute directly to the overall automation of access provisioning, deprovisioning, and common IT workflows — pushing more of our routine work into agentic AI so the team can focus on higher-value initiatives. Experience with Risotto, Unthread, or similar AI ITSM platforms is a big plus. • Security & Compliance – Help enforce access controls and endpoint hardening in support of our SOC 2 Type II, HIPAA, and ISO 27001 programs. Help facilitate access reviews with the Security team and support evidence gathering for audits and offboarding verification. • Documentation & Knowledge – Write and maintain runbooks, SOPs, and playbooks in Notion. Turn tribal knowledge into structured content that our AI tools can actually retrieve and act on. • Roadmap & Improvement – Contribute meaningfully to the IT roadmap: tooling evaluations, integration work, and automations. Mentor teammates and help raise the bar as we scale from 200 → 300+ employees.

• To be defined

• Act as the final point of escalation for complex or high-impact customer issues • Take ownership of escalated tickets from investigation through resolution when required • Perform deep technical analysis to identify root cause and implement long-term solutions • Collaborate with Product and Engineering teams to investigate issues, file bug reports, and drive resolution • Demonstrate strong written and verbal communication skills, with the ability to clearly explain complex technical issues to both technical and non-technical audiences • Partner with Tier 1 and Tier 2 engineers to provide guidance, validation, and next steps on escalated issues • Provide technical guidance to Tier 1 and Tier 2 engineers to help progress and resolve escalated tickets • Produce clear and concise root cause analysis (RCA) documentation • Create and maintain internal knowledge base articles and troubleshooting documentation.