Tier 1 Support Engineer

Visa Hunt; Poland; On-site; PLN 120,000 - 160,000; Full time

Job summary

Logz.io is seeking an AI-focused Tier 1 support engineer to be the first point of contact for customer issues, troubleshooting across logs, metrics, traces, and integrations while enabling customers to maximize AI-powered observability capabilities.

You will own issues from initial response to resolution, support platform data ingestion and integrations (Filebeat, Fluentd, OpenTelemetry, AWS, Azure), and guide customers in adopting and optimizing AI-powered features like automated root-cause

Qualifications

• 2+ years in technical support or a customer-facing technical role.
• Experience with AWS or Azure and Kubernetes fundamentals.
• Solid understanding of observability: logs, metrics, and tracing.
• Hands-on experience with, or strong understanding of, generative AI/LLMs for troubleshooting and data analysis.
• Strong troubleshooting and problem-solving skills with the ability to manage multiple priorities and live incidents.
• Excellent communication and customer management abilities.
• Passion for modern cloud technologies and the evolution of AIOps.

Responsibilities

• AI-Driven Troubleshooting: Own customer issues from initial response through resolution, using AI-assisted diagnostics to speed up troubleshooting.
• Platform Support: Resolve platform and data ingestion issues, ensuring clean data pipelines for AI analytics engines.
• Integration Management: Support integrations including Filebeat, Fluentd, Fluent Bit, OpenTelemetry, AWS, and Azure services.
• Customer AI Adoption: Guide customers in adopting and optimizing AI-powered features such as automated root-cause analysis and anomaly detection.
• Cross-Functional Collaboration: Work with Product, Engineering, and Customer Success to improve AI tool accuracy and customer experience.
• Knowledge & Communication: Provide timely, empathetic communication and contribute to internal knowledge bases.
• Availability: Weekdays, night shifts (11 PM–7 AM), and Saturdays (6 PM–6 AM).

Skills

AWS/Azure

Kubernetes

Observability

AI/LLMs

Troubleshooting

Communication

Curiosity

Work Authorization

Job description

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).