Tier 1 Support Engineer

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.

• 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
• The position requires on-calls availability from time to time
  

• 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