We want to make telemetry data meaningful, together!
Logz.io is a cloud-native observability platform providing unified monitoring, troubleshooting, and security for modern DevOps teams and engineers. We empower engineers to find and resolve production issues faster by offering the world’s most popular and familiar open source monitoring tools–ELK, Grafana, and Jaeger–in a single, easy to use, and powerful tool purpose-built for monitoring distributed cloud environments. Open-source use is growing rapidly and so is Logz.io.
We are looking for a bright Technical Support Engineer to provide enterprise-level technical support to our customers via chat, email and other channels as required.
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
Expand documentation in the form of knowledge base tech notes and articles
At least 2 years of experience in technical support
Knowledge in Linux systems and utilities. Scripting is a big plus!
Ability to drive technical projects through creative and innovative initiatives
Excellent communication skills and the ability to interact effectively with technical personnel
Self-motivated, proactive approach and ability to work well as a team
Strong problem-solving skills and a knack for troubleshooting
Work experience in enterprise technical support – Big plus
Attention to detail, highly organized, with an absolute focus on quality of work
Understand the user experience and the tools they interface with