Tier 1 Support Engineer

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Logz.io

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

☁️ SaaS

🏢 Enterprise

🤖 Artificial Intelligence

💰 $23M Series E on 2020-11

SaaS • Enterprise • Artificial Intelligence

Logz. io is an advanced cloud-based observability platform that leverages AI-driven insights to provide log management, infrastructure monitoring, and distributed tracing solutions. Designed to help organizations innovate faster, Logz. io offers features such as AI-powered root cause analysis, real-time performance metrics, and full visibility into distributed systems to cut down operational complexity and drive innovation. With over 300 integrations including Docker, AWS, and Azure, it supports teams in reducing mean time to resolution and de-risking software deployments while remaining cost-effective. Logz. io enables seamless transitions from open-source tools and empowers teams of all sizes with automated solutions for modern observability challenges.

📋 Description

• 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.

🎯 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).

🏖️ Benefits

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