Customer Success Engineer

At Logz.io, we are building the future of how engineering teams manage cloud complexity. Our Open 360 platform delivers unified, full-stack observability and security as a fully managed SaaS built on best-of-breed open source. With the launch of OrionIQ, we are moving the industry from passive monitoring to autonomous resolution. OrionIQ is our groundbreaking agentic observability platform that deploys specialized AI agents to automatically investigate alerts, execute complex workflows, and deliver instant root-cause analysis. By fusing logs, metrics, and traces with proactive AI automation, we eliminate up to 90% of operational toil, slash MTTR from hours to seconds, and radically optimize cloud costs for the world's leading enterprise brands.

Our Must-Haves:

• 3+ years of experience in a highly technical, customer-facing role such as Customer Success Engineer, Technical Account Manager, or Solutions Engineer.
• Deep industry knowledge in at least one of the following: SaaS infrastructure, cloud solutions (AWS, Azure, GCP), observability technologies (logs, metrics, traces), or advanced data architecture.
• Exceptional ability to lead advanced technical workshops, coach engineering teams, navigate high-stakes discussions, and defuse technical conflicts.
• Ability to translate complex architectural concepts into clear, actionable, and executive-friendly insights.
• Outstanding written and verbal professional communication skills in English.
• Positive, self-starting attitude with entrepreneurial drive.
• BA/BSc degree in computer science, software engineering, or equivalent practical hands-on experience.

• Act as the primary technical partner for top logos, orchestrating onboarding, technical enablement, workshops, and troubleshooting.
• Develop, execute, and iterate on tailored customer strategies to maximize ROI, deepen platform adoption, and cement brand loyalty.
• Foster deep relationships with key technical stakeholders, guiding them through complex architectural implementations.
• Champion and execute hands-on Proof of Concepts (POCs) for new features, spotting expansion opportunities to upsell and cross-sell.
• Ensure a flawless onboarding journey, eliminating early friction and setting customers up for long-term success.
• Monitor usage analytics and adoption patterns, diagnosing bottlenecks and executing strategies to course-correct.
• Create premium self-service technical resources such as knowledge bases, FAQs, and video tutorials.
• Build and refine automated onboarding workflows with personalized guidance.
• Maintain proactive communication with key clients at milestones and renewal cycles.
• Analyze customer data to flag underutilization, friction points, or technical roadblocks.
• Establish feedback loops to gather user experience insights and funnel product feedback to engineering and product teams.
• Deliver hyper-personalized product, feature, and architectural optimization recommendations.
• Automate repetitive account management tasks to focus on high-impact technical strategy.

Candidates must have a valid Blue Card (or appropriate legal right to work/reside in Poland) and be fully compliant with all local tax registration and mandatory reporting regulations.