Tier-1 Support (2nd Shift)

Tel Aviv · Shifts · Entry-level

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 Tier-1 Support representative to provide enterprise level technical support to our customers via chat, email, and other channels as required.

Responsibilities

Ability to work 3 evening shifts during the week and cover on-call during weekends.

  • 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’ requests resolution.
  • Create documentation in the form of knowledge base tech notes and articles.

Requirements

  • Strong written and verbal communication skills in English
  • At least 2 years of experience in Customer Care/Technical Support or equivalent.
  • Love technology, curiosity about new products and approaches, get-to-know-how-it-works attitude.
  • 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.
  • Thrives under pressure. Able to manage your time efficiently.
  • Attention to detail, highly organized, with an absolute focus on quality of result.
  • Work experience in enterprise technical support - a plus.
  • Knowledge in Linux systems, utilities and scripting - a plus.

Goals

  • End-to-End Issue Resolution.
  • Customer Experience and Satisfaction.

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.

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