Responsibilities
- Own customer issues from initial response through resolution, escalating when needed with clear documentation.
- Troubleshoot platform and data ingestion issues across cloud and Kubernetes environments.
- Support integrations including Filebeat, Fluentd, Fluent Bit, OpenTelemetry, AWS, and Azure services.
- Help customers adopt and use Logz.io AI-powered features.
- Provide timely, empathetic, and professional customer communication.
- Collaborate with Product, Engineering, and Customer Success to improve customer experience.
- Contribute to internal knowledge bases and documentation.
Requirements
- Availability to work weekdays, night shifts (11 PM–7 AM) and Saturdays (6 PM–6 AM).
- 2+ years in technical support or a customer-facing technical role.
- Experience with AWS or Azure and familiarity with Kubernetes fundamentals.
- Basic understanding of observability concepts: logs, metrics, and tracing.
- Strong troubleshooting & problem-solving skills and ability to manage multiple priorities.
- Excellent communication and customer management abilities.
- Comfortable handling live incidents in a fast-paced environment.
- Interest in AI-assisted tooling and modern cloud technologies.
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