Tier 1 Support Engineer

1 week ago

Tel Aviv, Tel Aviv, Israel Logz Full time $90,000 - $120,000 per year

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 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

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