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).
Logz.io Boston, Massachusetts, USA Office
253 Summer St, Boston, MA, United States, 02210
Similar Jobs
What you need to know about the Boston Tech Scene
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
