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

• Candidates must be located in an EST, PST or CT time zone. • Exciting opportunity to join a leading observability company. • Responsible for providing specialized support for Grafana Labs customers. • Support the entire observability stack, from front-end Grafana panels to metrics, logs, and traces. • Get hands-on experience with unique open source projects.

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/technologies • Solid 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

Benefits

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