Tier 1 Support Engineer

Logz.io helps cloud-native businesses monitor and secure their environment. Our Open 360™ Platform turns observability from a high-cost, low-value burden to a high-value, cost-efficient enabler of better business outcomes by combining and extending familiar, powerful and relevant Open Source capabilities across Logs, Metrics and Traces – complemented by security monitoring in the form of cloud-based SIEM.

Now developers and engineers can employ an end-to-end, cloud-native observability stack built on scalable and easy-to-use Open Source using a single UI and unified agent – at a cost that anyone can afford. Our customers unlock proactive troubleshooting, faster product delivery and a fully supported SaaS observability platform, all while compounding efficiencies in time and cost.

We are looking for a bright Tier-1 support engineer to provide enterprise-level technical support to our customers via chat, email, and other channels as required.

Responsibilities:

• We obsess about our customers. Establish and maintain customer loyalty by providing support above and beyond their expectations.
• Take ownership of customer issues reported, see problems through to resolution, and escalate irregular events to Tier 2 support engineers.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Provide prompt and accurate feedback to customers.
• Ensure proper recording and closure of all issues.
• Use tools and troubleshooting techniques and exercise good judgment in decision-making in order to routinely deliver exceptional customer support and overall experience at all times.
• Educate and assist other departments within Logz.io regarding systems, tools, processes, and customers’ request resolutions.
• Create documentation in the form of knowledge base tech notes and articles.
  
  

• At least 2 years of experience in customer care, technical support, or equivalent.
• Love technology, have curiosity about new products and approaches, and have a get-to-know-how-it-works attitude.
• Excellent communication skills and the ability to interact effectively with technical personnel.
• Self-motivated, proactive approach, and ability to work well with little direct supervision.
• Strong problem-solving skills and a knack for troubleshooting.
• Thrives under pressure.
• be able to manage your time efficiently.
• Ability to cover on-call during weekends.
• Attention to detail, highly organized , and an absolute focus on the quality of the results.
• Work experience in enterprise technical support is a plus.
• Knowledge of Linux systems, utilities, and scripting is a plus.
  
  

• Obsess Over Customers
• Act With Courage
• Win As A Team
• Deliver Results