Logz.io

Tier 1 Support Engineer

Contractor

Remote

TLDR

AI-focused role handling end-to-end troubleshooting across logs, metrics, traces, and integrations while driving adoption of AI-powered observability features.

At Logz.io, our customers rely on us to keep their environments running smoothly across fast-moving cloud and Kubernetes ecosystems. As an AI-focused Tier 1 support engineer, you’ll be the first point of contact for customer issues—troubleshooting across logs, metrics, traces, and integrations while empowering customers to maximize our cutting-edge, AI-powered observability capabilities and automated insights. Responsibilities AI-Driven Troubleshooting: Own customer issues from initial response through resolution, leveraging internal AI-assisted diagnostics to accelerate troubleshooting across cloud and Kubernetes environments. Platform Support: Resolve platform and data ingestion issues, ensuring clean data pipelines that feed Logz.io’s AI analytics engines. Integration Management: Support integrations including Filebeat, Fluentd, Fluent Bit, OpenTelemetry, AWS, and Azure services. Customer AI Adoption: Actively guide customers in adopting and optimizing Logz.io’s AI-powered features (such as automated root-cause analysis, cognitive insights, and anomaly detection). Cross-Functional Collaboration: Partner with Product, Engineering, and Customer Success to provide feedback on AI tool accuracy and improve the overall customer experience. Knowledge & Communication: Provide timely, empathetic, and professional communication while contributing to internal knowledge bases to help train our internal AI support models. Availability: Ability to work weekdays, night shifts (11 PM–7 AM), and Saturdays (6 PM–6 AM). Requirements

Experience: 2+ years in technical support or a customer-facing technical role.

Cloud & K8s: Experience with AWS or Azure and familiarity with Kubernetes fundamentals.

Observability Basics: Solid understanding of core observability concepts: logs, metrics, and tracing.

AI Aptitude: Hands-on experience with, or a strong understanding of, how generative AI, LLMs, or machine learning tools can be applied to technical troubleshooting and data analysis.

Core Skills: Strong troubleshooting & problem-solving skills with the ability to manage multiple priorities and handle live incidents in a fast-paced environment.

Communication: Excellent communication and customer management abilities.

Technical Curiosity: A strong passion for modern cloud technologies and the evolution of AIOps (Artificial Intelligence for IT Operations).

Logistics & Compliance

Must currently reside in Poland.

Must hold a Blue Card or equivalent work authorization.

Must have legal documents to support contractor hiring in Poland (B2B/EU VAT compliance).

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Logz.io

Logz.io builds an Open 360™ Observability Platform that leverages AI to streamline the troubleshooting process for engineering teams. It's designed for companies seeking a cost-effective, efficient way to monitor and optimize their distributed systems, eliminating the complexities traditionally associated with observability.

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