Support Engineer

3 days ago

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Grafana Labs

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Grafana Labs supports organizations’ monitoring, visualization and observability goals. 950,000+ active installations

Monitoring • Observability • Dashboards

501 - 1000

Description

• As a Support Engineer, you'll be a member of the fast-growing Customer Experience team, and be responsible for providing specialized support for Grafana Labs customers. • You'll support the entire observability stack, from front-end Grafana panels to metrics, logs, and traces. • In this role, you’ll also get hands-on experience with a multitude of unique open source projects providing extensive learning opportunities within our Cloud, Enterprise, and Open Source offerings. • This position will be focused on our EMEA Customer coverage. • Debugging customer issues by attempting to replicate in lab environments (AWS, Azure, GCP, Kubernetes, Docker/containers, and dozens of test data sources) • Utilizing SSO/SAML experience to help customers in securing their Grafana instances • Evaluating errors or discrepancies within customer dashboard panels and determining root cause • Reviewing configuration files and recommending best practices (Debug logs, JSON, YAML) • Troubleshooting connectivity to various data sources and plugins • Opening Github issues and partnering with software developers in order to solve issues, address bug fixes, or report security vulnerabilities • Assessing performance issues with queries, visualizations, and alerting (PromQL, LogQL) • Manage customer cases by providing timely and accurate information via phone, video meetings, email, ticketing, and chat • Contribute to internal knowledge base and share information about technical issues within your team • Inform customers about new features and functionality • Gather and share customer feedback with Product, Sales, and Customer Success teams • Provide training to new and existing team members and help with the onboarding process for new customers

Requirements

• A background knowledge of any of the following fields is desired:Observability, cloud systems administration, containerization, devops, logs, metrics, tracing, kubernetes and general enterprise open source technology • A willingness to learn and aptitude to master our products and become a trusted advisor to our customers • You will be comfortable engaging with a range of customers from small businesses to Fortune 500 clients and you will love putting the customer first in all of your actions • You must be proficient in the troubleshooting process and have strong researching skills • You will be required to work with multiple Engineering teams but should be able to do more than just triage and escalate. • We’re looking for people who can go all the way to root-cause analysis as they become more familiar with the products/technologiesSolid experience with CRM software, help desk software and remote support tools • Experience delivering client-focussed solutions to customer needs • Excellent listening, problem solving and communication skills • You are patient, friendly and practice empathy in all of your interactions to deliver first class customer service • Fluency in English with any other European language (especially German) would be ideal

Benefits

• equity • bonus (if applicable) • other benefits listed here.