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 As a Customer Success Engineer, you will be a pivotal technical strategist within our elite sales organization. This is a high-visibility, technical relationship management role where you will act as the trusted advisor for our top-tier enterprise logos. You won’t just manage accounts; you will lead the strategic adoption of our next-generation observability and cutting-edge agentic AI technologies, aligning them directly with our customers' most complex engineering and business goals. Role Structure & Employment Details Location & Work Style: Full-time position Monday–Friday 100% Remote Flexibility for residents living anywhere in Poland. Employment Type: This position is offered exclusively as a B2B contractor agreement. Compliance Requirements: 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. \n In this role, you will Drive Technical Excellence: Act as the primary technical partner for our top logos, seamlessly orchestrating everything from initial onboarding and technical enablement to customized workshops and advanced troubleshooting. Architect Value & Loyalty: Develop, execute, and continuously iterate on tailored customer strategies that maximize ROI, deepen platform adoption, and cement long-term brand loyalty. Build Trusted Technical Alliances: Foster deep, lasting relationships with key technical stakeholders, acting as their ultimate problem-solver and guiding them step-by-step through complex architectural implementations. Fuel Revenue Growth: Champion and execute hands-on Proof of Concepts (POCs) for new features. You will proactively spot expansion opportunities to upsell and cross-sell our agentic AI and observability suites, directly driving incremental revenue. Master the Onboarding Experience: Ensure a flawless, world-class onboarding journey, eliminating early friction and setting customers up for long-term operational success on Logz.io. Proactively Optimize Adoption: Keep a pulse on usage analytics and adoption patterns, proactively diagnosing potential bottlenecks or drop-offs before they affect the customer, and executing swift strategies to course-correct. What Your Day-to-Day Will Look Like Scale Knowledge & Enablement: Create premium, self-service technical resources—including deep-dive knowledge bases, strategic FAQs, and video tutorials—empowering customers to master our platform independently. Architect Automated Onboarding: Build and refine automated onboarding workflows that guide engineering teams through step-by-step setup, pairing automation with personalized, high-touch guidance tailored to their specific architecture. Own the Journey Milestones: Maintain a proactive communication loop with key clients, executing strategic touchpoints when they complete onboarding, hit major usage milestones, or approach renewal cycles. Analyze Usage Behavior: Dive into customer data, tracking usage patterns and system behaviors to instantly flag underutilization, detect hidden friction points, or catch technical roadblocks before the customer does. Champion the Customer Voice: Establish feedback loops and collaborative sessions to gather deep insights into the user experience, funneling critical product feedback straight to our engineering and product teams. Deliver Strategic Recommendations: Act as a trusted advisor by analyzing a customer's unique usage history to deliver hyper-personalized product, feature, and architectural optimization recommendations. Automate the Mundane: Constantly look for ways to streamline your own workflows, automating repetitive account management tasks so you can focus on high-value, high-impact technical strategy. What You’ll Bring to the Table Our Must-Haves: Proven Track Record: 3+ years of experience in a highly technical, customer-facing role such as a Customer Success Engineer, Technical Account Manager (TAM), or Solutions Engineer. Domain Expertise: Deep industry knowledge in at least one of the following spaces: SaaS infrastructure, cloud solutions (AWS, Azure, GCP), observability technologies (logs, metrics, traces), or advanced data architecture. Elite Customer-Facing Skills: Exceptional ability to lead advanced technical workshops, coach engineering teams, navigate high-stakes discussions, and defuse technical conflicts. You must excel at translating complex architectural concepts into clear, actionable, and executive-friendly insights. Flawless Communication: Outstanding written and verbal professional communication skills in English. The "Go-Getter" Mindset: A positive, self-starting attitude with an entrepreneurial drive. You don’t just meet expectations; you are passionate about going the extra mile to deliver absolute value. Educational Foundation: A BA/BSc degree in computer science, software engineering, or equivalent practical hands-on experience. \n Apply To This Job