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AI Summary
At Logz.io, our customers rely on us to keep their observability environments running smoothly across fast-moving cloud and Kubernetes ecosystems. As a Tier 1 Support Engineer, you’ll be the first point of contact for customer issues — troubleshooting across logs, metrics, traces, and integrations while helping customers get the most out of our platform and AI-powered capabilities.
Responsibilities
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Own customer issues from initial response through resolution, escalating when needed with clear documentation.
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Troubleshoot platform and data ingestion issues across cloud and Kubernetes environments.
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Support integrations including Filebeat, Fluentd, Fluent Bit, OpenTelemetry, AWS, and Azure services.
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Help customers adopt and use Logz.io AI-powered features.
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Provide timely, empathetic, and professional customer communication.
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Collaborate with Product, Engineering, and Customer Success to improve customer experience.
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Contribute to internal knowledge bases and documentation.
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Availability to work weekdays night shifts (11 PM–7 AM) and Saturdays ( 6 PM- 6 AM )
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2+ years in technical support or a customer-facing technical role.
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Experience with AWS or Azure and familiarity with Kubernetes fundamentals.
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Basic understanding of observability concepts: logs, metrics, and tracing.
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Strong troubleshooting & problem-solving skills, ability to manage multiple priorities.
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Excellent communication and customer management abilities.
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Comfortable handling live incidents in a fast-paced environment.
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Interest in AI-assisted tooling and modern cloud technologies.
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