Customer Care Engineer

Boston · Full-time

About The Position

Let’s make machine data meaningful, together! Logz.io provides the world’s most popular open-source log analysis platform, ELK (Elasticsearch, Logstash and Kibana), as a simple, fast, secure and scalable service on the cloud.

We are looking for a bright Customer Care Engineer to provide enterprise level technical support to our customers via chat, email, phone, and other channels as required.

Responsibilities

  • Take ownership of customer issues reported, see problems through to resolution and escalate irregular events to relevant resources.
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • 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 at all times.
  • Educate and assist other departments within Logz.io regarding systems, tools, processes, and customers’ requests resolution.
  • Establish and maintain customer loyalty by serving customers above and beyond their expectations.
  • Create documentation in the form of knowledge base tech notes and articles.

Requirements

  • At least 2 years of experience in Customer Care.
  • B.Sc. in Computer Science, Information Technology or equivalent.
  • Knowledge in Linux systems, utilities and scripting.
  • Ability to drive technical projects through creative and innovative initiatives.
  • Excellent communications 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.
  • Work experience in enterprise technical support – a plus.
  • Attention to detail, highly organized, with an absolute focus on quality of work.
  • Understand the user experience and is proficient in the tools that customers interface with.
  • Outstanding oral and written communication skills.

Goals

  • Issue Resolution.
  • Customer Experience and Satisfaction.
  • Customer Renewal.

Additional Info:

Please be aware that this page is for use directly by candidates only. We do not accept resumes from Recruiters and Placement Agencies through this page. If you are a recruiter or placement agency, note that we do not accept charges for unsolicited agency resumes. Logz.io will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with resumes provided through our site, or for resumes otherwise provided to a Logz.io employee from an agency with which Logz.io does not have a written agreement for payment of recruitment fees. By uploading a resume through this site you represent that you are the candidate or are authorized to operate on the candidate’s behalf free of charge to Logz.io.