Support Engineer

September 16

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Grafana Labs

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Monitoring • Observability • Dashboards

501 - 1000

Description

• Candidates must be located in an EST time zone. • As a Support Engineer, you'll provide specialized support for Grafana Labs customers. • You'll support the entire observability stack, from front-end Grafana panels to metrics, logs, and traces. • Get hands-on experience with unique open source projects within our Cloud, Enterprise, and Open Source offerings. • 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 to solve issues or report 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. • Gather and share customer feedback with Product, Sales, and Customer Success teams. • Provide training to new and existing team members and help with onboarding process for new customers.

Requirements

• 3+ Years of experience in a Support Engineer role • Located in CST Timezone in USA • 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 • You must be proficient in the troubleshooting process and have strong researching skills • We’re looking for people who can go all the way to root-cause analysis as they become more familiar with the products/technologies • Solid experience with CRM software, help desk software and remote support tools • Experience delivering client-focussed solutions to customer needs.

Benefits

• Equity • Bonus (if applicable) • Other benefits listed here.