Tier 1 Support Engineer

Logz.io provides an intelligent and scalable machine data analytics platform built on ELK and Grafana. Designed for monitoring modern applications, Logz.io combines cloud-native simplicity and scalability with…

Location: Remote
Company size: 100–500
Posted: 1mo ago
Via: Lever

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Tier 1 Support Engineer - Logz

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Job Title: Tier 1 Support Engineer
Job Location: Remote
Job Listing URL: https://jobs.lever.co/logz/aea25dff-268c-4b84-9cfb-c9c871a28144
Job Description: At Logz.io, our customers rely on us to keep their environments running smoothly across fast-moving cloud and Kubernetes ecosystems. As an AI-focused Tier 1 support engineer, you’ll be the first point of contact for customer issues—troubleshooting across logs, metrics, traces, and integrations while empowering customers to maximize our cutting-edge, AI-powered observability capabilities and automated insights.

Responsibilities

AI-Driven Troubleshooting: Own customer issues from initial response through resolution, leveraging internal AI-assisted diagnostics to accelerate troubleshooting across cloud and Kubernetes environments.

Platform Support: Resolve platform and data ingestion issues, ensuring clean data pipelines that feed Logz.io’s AI analytics engines.

Integration Management: Support integrations including Filebeat, Fluentd, Fluent Bit, OpenTelemetry, AWS, and Azure services.

Customer AI Adoption: Actively guide customers in adopting and optimizing Logz.io’s AI-powered features (such as automated root-cause analysis, cognitive insights, and anomaly detection).

Cross-Functional Collaboration: Partner with Product, Engineering, and Customer Success to provide feedback on AI tool accuracy and improve the overall customer experience.

Knowledge & Communication: Provide timely, empathetic, and professional communication while contributing to internal knowledge bases to help train our internal AI support models.

Availability: Ability to work weekdays, night shifts (11 PM–7 AM), and Saturdays (6 PM–6 AM).

Requirements

Experience: 2+ years in technical support or a customer-facing technical role.

Cloud & K8s: Experience with AWS or Azure and familiarity with Kubernetes fundamentals.

Observability Basics: Solid understanding of core observability concepts: logs, metrics, and tracing.

AI Aptitude: Hands-on experience with, or a strong understanding of, how generative AI, LLMs, or machine learning tools can be applied to technical troubleshooting and data analysis.

Core Skills: Strong troubleshooting & problem-solving skills with the ability to manage multiple priorities and handle live incidents in a fast-paced environment.

Communication: Excellent communication and customer management abilities.

Technical Curiosity: A strong passion for modern cloud technologies and the evolution of AIOps (Artificial Intelligence for IT Operations).

Logistics & Compliance

Must currently reside in Poland.

Must hold a Blue Card or equivalent work authorization.

Must have legal documents to support contractor hiring in Poland (B2B/EU VAT compliance).