Tier 1 Support Engineer
Tel Aviv
Customer Support – Support /
Full-Time /
Hybrid
We are looking for a bright Tier-1 support engineer to provide enterprise-level technical support to our customers via chat, email, and other channels as required.
Responsibilities:
- We obsess about our customers. Establish and maintain customer loyalty by providing support above and beyond their expectations.
- Take ownership of customer issues reported, see problems through to resolution, and escalate irregular events to Tier 2 support engineers.
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
- 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 and overall experience at all times.
- Educate and assist other departments within Logz.io regarding systems, tools, processes, and customers’ request resolutions.
- Create documentation in the form of knowledge base tech notes and articles.
- The position requires on-calls availability from time to time
Requirements:
- At least 2 years of experience in customer care, technical support, or equivalent.
- Love technology, have curiosity about new products and approaches, and have a get-to-know-how-it-works attitude.
- Excellent communication skills and the ability to interact effectively with technical personnel.
- Self-motivated, proactive approach, and ability to work well with little direct supervision.
- Strong problem-solving skills and a knack for troubleshooting.
- Thrives under pressure.
- be able to manage your time efficiently.
- Ability to cover on-call during weekends.
- Attention to detail, highly organized , and an absolute focus on the quality of the results.
- Work experience in enterprise technical support is a plus.
- Knowledge of Linux systems, utilities, and scripting is a plus.
