Professional Services Technical Consultant

ScienceLogic is redefining IT operations for the modern enterprise with its AIOps platform, enabling Autonomic IT—self-healing, self-optimizing systems aligned with business outcomes. The company helps enterprises achieve unified visibility across hybrid and multi-cloud environments, automate workflows, and unlock performance at scale.

ScienceLogic is seeking a Professional Services Technical Consultant to serve as the primary technical interface and onsite subject matter expert for customers regarding the ScienceLogic product line. This role involves working in a fast-paced, collaborative environment with diverse teams.

Key Responsibilities:

• Provide onsite consulting services and support to ScienceLogic customers, ensuring high-quality, accuracy, and customer satisfaction.
• Perform hands-on installation, configuration, and troubleshooting of ScienceLogic appliances and products.
• Act as a subject matter expert (SME) for ScienceLogic products, collaborating closely with customers' technical and management staff.
• Handle both onsite and remote work activities as required, focusing solely on SME and technical consulting for ScienceLogic implementations.
• Advocate for customers internally, addressing problem resolution, new product features, and future product direction.
• Record all activities in the department’s ticketing system.
• Develop and maintain knowledge base articles based on field incidents or critical issues.
• Adhere to ScienceLogic Professional Services best practices.
• Participate in departmental projects and provide leadership and direction to customers regarding the ScienceLogic product suite.
• Innovatively resolve problems and document all activities, communications, and interactions with customers.
• Support consulting services for federal or commercial IT standards, including Federal ATO processes, security audits, and change management procedures.

Qualifications:

• A Bachelor's degree in Computer Science/Engineering or a related field.
• Proven experience implementing enterprise-level network management or application performance products.
• 5+ years of experience supporting or using enterprise-class infrastructure monitoring platforms.
• 5+ years of experience with the Linux operating system.
• 3+ years of database query experience.
• 3+ years of experience with SNMP and vendor MIB architecture.
• 3+ years of experience configuring SNMP trap and/or Syslog alerts.
• Strong knowledge of PowerShell, WMI, XML/SOAP, and APIs.
• Excellent troubleshooting and customer-handling skills, with flexibility to learn new technologies.
• Effective written and verbal communication skills.
• Process-driven and proactive mindset with a focus on continuous improvement.
• Thorough understanding of IT infrastructure, application, and enterprise infrastructure best practices.
• Self-motivated with the ability to maintain a positive and cooperative attitude in stressful situations.
• Strong leadership skills to prioritize competing project timelines.

Bonus Qualifications:

• Ability to identify process bottlenecks and propose solutions using automation or scripting.
• Experience with ITSM, EMS/NMS systems (e.g., EM7, SolarWinds, IBM NetCool/Tivoli Nagios, HP OpenView) and SNMP.
• Experience with PHP, GQL, and Python.
• Previous integration experience with ServiceNow, PagerDuty, or ITSM platforms.