Tier 1 Support Engineer

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 will 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.

Key responsibilities

• Own customer issues from initial response through resolution, leveraging internal AI-assisted diagnostics to accelerate troubleshooting across cloud and Kubernetes environments.
• Resolve platform and data ingestion issues, ensuring clean data pipelines that feed Logz.io’s AI analytics engines.
• Support integrations including Filebeat, Fluentd, Fluent Bit, OpenTelemetry, AWS, and Azure services.
• Actively guide customers in adopting and optimizing Logz.io’s AI-powered features such as automated root-cause analysis and anomaly detection.
• Provide timely, empathetic, and professional communication while contributing to internal knowledge bases to help train our internal AI support models.

Requirements

• 2+ years of experience in technical support or a customer-facing technical role.
• Experience with AWS or Azure and familiarity with Kubernetes fundamentals.
• Solid understanding of core observability concepts including logs, metrics, and tracing.
• Hands-on experience with, or a strong understanding of, how generative AI, LLMs, or machine learning tools can be applied to technical troubleshooting.
• Strong troubleshooting and problem-solving skills with the ability to manage multiple priorities in a fast-paced environment.
• Excellent communication and customer management abilities.

What we offer

• Opportunity to work with cutting-edge AIOps technologies in a fully remote environment.
• Collaborative culture working alongside Product and Engineering teams to shape the future of observability.
• Professional growth within a fast-growing company focused on AI-driven solutions.