Logz.io

Tier 1 Support Engineer

Contractor

Remote

TLDR

As a Tier 1 support engineer, you'll act as the first point of contact for customers, troubleshooting issues across cloud and Kubernetes environments while enhancing their use of AI-powered features.

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 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. Support integrations including Filebeat, Fluentd, Fluent Bit, OpenTelemetry, AWS, and Azure services. Help customers adopt and use Logz.io AI-powered features. Provide timely, empathetic, and professional customer communication. Collaborate with Product, Engineering, and Customer Success to improve customer experience. 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.

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Logz.io

Logz.io builds an Open 360™ Observability Platform that leverages AI to streamline the troubleshooting process for engineering teams. It's designed for companies seeking a cost-effective, efficient way to monitor and optimize their distributed systems, eliminating the complexities traditionally associated with observability.

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