Tier-1 Support Engineer

Full-Time / Customer Support / Tel Aviv, Israel

About Logz.io

Let’s make machine data meaningful, together! Logz.io provides the world’s most popular open-source log analysis (ELK), infrastructure monitoring (Prometheus / Grafana), and distributed tracing (Jaeger) platform, as a simple, fast, secure and scalable service on the cloud. We are looking for a bright Tier-1 Support Engineer to provide enterprise level technical support to our customers via chat, email, and other channels as required.

Responsibilities

  • 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 withinLogz.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
  • Ability to cover on-call during weekends
  • Attention to details, highly organized, with an absolute focus on quality of result
  • Please submit your CV in English only
  • Advantages

  • Work experience in enterprise technical support
  • Knowledge in Linux systems, utilities and scripting