Logz
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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.
Requirements
Availability to work weekdays, night shifts (11 PM–7 AM) and Saturdays (6 PM–6 AM)
2+ years in technical support or a customer-facing technical role.
Experience with AWS or Azure and familiarity with Kubernetes fundamentals.
Basic understanding of observability concepts: logs, metrics, and tracing.
Strong troubleshooting & problem-solving skills and ability to manage multiple priorities.
Excellent communication and customer management abilities.
Comfortable handling live incidents in a fast-paced environment.
Interest in AI-assisted tooling and modern cloud technologies.
Ready to apply?
Apply to Logz
Responsibilities:
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Manage strategic customers' technical touchpoints, including onboarding, enablement, workshops, and ongoing issues.
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Develop and execute strategies to increase customer value and loyalty.
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Foster strong relationships with technical stakeholders, find solutions to their challenges, and assist them with implementation.
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Execute POCs and identify opportunities for upselling or cross-selling additional products or services to customers, driving incremental revenue growth.
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Ensure a smooth onboarding process for customers, providing them with a seamless experience as they begin using Logz.io.
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Monitor adoption and usage patterns, proactively identifying any barriers and implementing strategies to address them.
What your day-to-day will look like:
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Develop comprehensive, accessible, self-service resources such as knowledge bases, FAQs, and video tutorials that address common customer inquiries and issues.
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Implement automated onboarding workflows that guide new customers through the setup process step-by-step. Use various communication techniques to deliver personalized guidance and support based on the customer's specific needs and preferences.
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Maintain ongoing communications with customers, using key milestones or touchpoints in their customer journey: check in after they've completed onboarding, reached certain usage milestones, or are up for renewal.
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Develop knowledge of customers' usage patterns and behaviors to better flag instances where customers may be experiencing issues or underutilizing the product.
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Implement feedback sessions and channels to gather insights from customers about their experiences with the product or services.
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Generate personalized product recommendations for customers based on their usage history, preferences, and behavior.
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Automate and streamline repetitive tasks and processes involved in managing customers.
Requirements:
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3+ years of experience as a customer success engineer, technical account manager, or solution engineer.
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Vast domain experience in any of the following areas: SaaS, cloud solutions, observability solutions, and data architecture.
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Excellent customer-facing skills: training, coaching, discussion management, conflict resolution, and the ability to creatively explain and present complex concepts in an easy-to-understand manner.
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Strong written and verbal professional communication skills in English.
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Positive, self-starter attitude, with drive and passion to go the extra mile and exceed expectations.
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BA/BSc degree in software engineering, computer science, or equivalent experience.
Ready to apply?
Apply to Logz
What You'll Do:
What We're Looking for:
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