Tier 1 Support Engineer

At [Logz.io](https://himalayas.app/companies/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](https://himalayas.app/companies/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](https://himalayas.app/companies/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). Originally posted on [Himalayas](https://himalayas.app)