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 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, a 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 and holidays.
  • 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.
  • Please submit your CV in English only