Logz1mo ago

Tier 1 Support Engineer

RemoteContractmid

Customer SupportSupport Engineer

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Quick Summary

Overview

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…

Key Responsibilities

Own customer issues from initial response through resolution, escalating when needed with clear documentation. Troubleshoot platform and data ingestion issues across cloud and Kubernetes environments.

Technical Tools

awsazurekubernetescustomer-success

At Logz.io, our customers rely on us to keep their environments running smoothly across fast-moving cloud and Kubernetes ecosystems. As an AI-focused Tier 1 support engineer, you’ll be the first point of contact for customer issues—troubleshooting across logs, metrics, traces, and integrations while empowering customers to maximize our cutting-edge, AI-powered observability capabilities and automated insights.

Responsibilities

~2 min read

→AI-Driven Troubleshooting: Own customer issues from initial response through resolution, leveraging internal AI-assisted diagnostics to accelerate troubleshooting across cloud and Kubernetes environments.
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Platform Support: Resolve platform and data ingestion issues, ensuring clean data pipelines that feed Logz.io’s AI analytics engines.
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Integration Management: Support integrations including Filebeat, Fluentd, Fluent Bit, OpenTelemetry, AWS, and Azure services.
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Customer AI Adoption: Actively guide customers in adopting and optimizing Logz.io’s AI-powered features (such as automated root-cause analysis, cognitive insights, and anomaly detection).
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Cross-Functional Collaboration: Partner with Product, Engineering, and Customer Success to provide feedback on AI tool accuracy and improve the overall customer experience.
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Knowledge & Communication: Provide timely, empathetic, and professional communication while contributing to internal knowledge bases to help train our internal AI support models.
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Availability: Ability to work weekdays, night shifts (11 PM–7 AM), and Saturdays (6 PM–6 AM).

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Experience: 2+ years in technical support or a customer-facing technical role.

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Cloud & K8s: Experience with AWS or Azure and familiarity with Kubernetes fundamentals.

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Observability Basics: Solid understanding of core observability concepts: logs, metrics, and tracing.

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AI Aptitude: Hands-on experience with, or a strong understanding of, how generative AI, LLMs, or machine learning tools can be applied to technical troubleshooting and data analysis.

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Core Skills: Strong troubleshooting & problem-solving skills with the ability to manage multiple priorities and handle live incidents in a fast-paced environment.

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Communication: Excellent communication and customer management abilities.

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Technical Curiosity: A strong passion for modern cloud technologies and the evolution of AIOps (Artificial Intelligence for IT Operations).

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Must currently reside in Poland.

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Must hold a Blue Card or equivalent work authorization.

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Must have legal documents to support contractor hiring in Poland (B2B/EU VAT compliance).