Complex and Strategic Implementation Delivery

• Lead complex or strategic Edwin implementations for enterprise and high-value customers.

• Design advanced Edwin solutions that coordinate with Envision, core PS/PM ownership, ITSM workflows, third-party observability sources, FDE support, and partner-delivered work.

• Own architecture for complex event ingestion, alert correlation, enrichment, investigation, incident creation, ticket routing, escalation, remediation, and value reporting.

• Support major customers where continuity, regional context, Project transition planning, or advanced technical judgment is required.

• Ensure complex implementations drive measurable time-to-value while protecting core PS capacity and customer continuity.

Advanced ITSM and ITOps Workflow Design

• Design advanced workflows across ITSM platforms such as:

• ServiceNow

• Freshservice

• ConnectWise

• Jira Service Management

• Zendesk

• Similar enterprise service management tools

• Translate complex customer operating models into scalable ITOps workflows.

• Define how tasks, events, alerts, incidents, tickets, changes, escalations, and remediation actions should flow across systems.

• Advise customers on where to automate, where to enrich, where to route, where to escalate, and where human review should remain.

• Ensure workflow designs reflect how the customer actually operates, not just what the tools technically allow.

Multi-Platform Integration Leadership

• Design and validate integrations between LogicMonitor products and third-party platforms such as:

• Dynatrace

• SolarWinds

• ThousandEyes

• Splunk

• Datadog

• New Relic

• AppDynamics

• Other customer-specific monitoring, observability, APM, ITOM, or analytics platforms

• Build repeatable integration patterns for common third-party platforms.

• Troubleshoot advanced integration issues involving payload transformation, event normalization, deduplication, correlation, field mapping, routing logic, and bidirectional updates.

• Identify where customer requirements expose product gaps, delivery limitations, or opportunities for reusable patterns.

Pre-Sales Validation and Solution Design

• Support strategic pre-sales opportunities where Edwin, Envision handoffs, ITSM workflows, third-party integrations, FDE support, partner delivery, or delivery feasibility require validation.

• Partner with AEs and SEs to clarify implementation scope, technical feasibility, risk, value outcomes, and realistic customer expectations.

• Identify gaps between what is being promised and what can be delivered.

• Help define customer use cases before implementation begins.

• Build early technical alignment with customers to improve post-sale delivery success.

Regional or Domain SME Ownership

• Serve as a primary Edwin subject-matter expert for a region, market, or specialized domain.

• Support regional PS, SE, Support, Customer Success, and partner teams with advanced technical questions.

• Represent regional delivery realities and customer requirements back to PS leadership, Product, and Engineering.

• Help determine which work belongs with AI Delivery, core PS/PM, CS, partners, Product, Engineering, or FDE teams.

Mentoring and Enablement

• Mentor Solutions Architects on Edwin delivery patterns, Envision handoff points, ITSM integrations, third-party integrations, customer-coverage handoffs, and ITOps workflow design.

• Create reusable templates, architecture patterns, workflow diagrams, troubleshooting guides, and implementation playbooks.

• Lead enablement sessions for PS, SEs, Support, regional teams, and partners.

• Help reduce dependency on a small number of experts by turning implementation experience into repeatable delivery practices.

Product and Engineering Collaboration

• Provide structured feedback to Product and Engineering based on real implementation experience.

• Document product gaps, enhancement requests, integration limitations, roadmap needs, and field risks.

• Help distinguish between one-off customer customization, repeatable product need, and delivery process gap.

• Participate in escalation, roadmap, and readiness discussions where field experience is needed.

What You'll Need:

• 6+ years experience in Solutions Architecture, Professional Services, implementation consulting, enterprise SaaS delivery, technical architecture, or advanced customer engineering.
• Strong working knowledge of service delivery, observibility/monitoring handoff points, data flows, ITSM workflows, third-party observability sources, and the broader customer operations ecosystem.
• Deep working experience with ITSM platforms such as ServiceNow, Freshservice, and ConnectWise.
• Experience designing integrations across multiple monitoring, observability, APM, ITOM, analytics, and workflow platforms.
• Advanced ability to translate tasks, events, alerts, incidents, tickets, changes, escalations, and remediation steps into ITOps workflows.
• Strong understanding of event correlation, alert noise reduction, ticket enrichment, routing, escalation, incident lifecycle design, and operational handoffs.
• Experience leading complex customer design sessions.
• Ability to mentor technical peers.
• Ability to work cross-functionally with Sales, SEs, PS, Product, Engineering, Support, Customer Success, and partners.
• Strong written and verbal communication skills.

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Anticipated Application Close Date: 09/31/26

LogicMonitor is an Equal Opportunity Employer
At LogicMonitor, we believe that innovation thrives when every voice is heard and each individual is empowered to bring their unique perspective. We’re committed to creating a workplace where diversity is celebrated, and all employees feel inspired and supported to contribute their best.

For us, equal opportunity means fostering a truly inclusive culture where everyone has the chance to grow and succeed. We don’t just open doors; we invite you to step through and be part of something bigger. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Work Authorization:
At this time, we are able to consider candidates who are authorized to work in the United States on a full-time, permanent basis without requiring new or initial employer-sponsored work authorization.
Candidates who currently hold valid U.S. work authorization that can be transferred to a new employer (such as certain H-1B statuses) may be considered on a case-by-case basis.
We are not able to provide new sponsorship for employment-based visas that require an initial petition or application by the employer.

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LogicMonitor is dedicated to fostering a culture of transparency and fairness, including our commitment to pay transparency. We provide the base salary ranges for all positions posted within the United States.

Compensation packages at LogicMonitor for eligible roles include base salary, a variable plan depending on role, along with comprehensive benefits. The range displayed on each job posting reflects the minimum and maximum base salary target for new hires in the position, determined by work location and additional factors, including job-related skills, experience, interview performance, and relevant education or training. As part of our holistic compensation philosophy, your package will also include, but is not limited to: Comprehensive health, dental and vision coverage, generous parental leave policies, access to our Employee Assistance Program and various Wellness programs, a 401K with company matching, a Lifestyle Spending Account, and an unlimited vacation policy. For more information on our benefits, see our careers page.

The Base Salary range for this role is:$136,500—$189,420 USD

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