Tier 1 Support Engineer
Logz.io
Software Engineering, Customer Service
Remote
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.
