Grafana Labs is hiring a
Support Engineer in Sweden

Summary

The job description is for a remote Support Engineer position in Sweden with Grafana Labs, a leading observability company. The Support Engineer will provide specialized support to customers, utilizing their experience to help secure Grafana instances and troubleshoot issues. They will also contribute to the internal knowledge base and share information about technical issues within their team. Candidates should have background knowledge in observability, cloud systems administration, containerization, devops, logs, metrics, tracing, kubernetes, and general enterprise open source technology.

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
• Solid experience with CRM software, help desk software and remote support tools
• Experience delivering client-focused solutions to customer needs
• Excellent listening, problem solving and communication skills
• 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

Responsibilities

• Provide specialized support for Grafana Labs customers
• Support the entire observability stack, from front-end Grafana panels to metrics, logs, and traces
• Debug customer issues by attempting to replicate in lab environments (AWS, Azure, GCP, Kubernetes, Docker/containers, and dozens of test data sources)
• Evaluate errors or discrepancies within customer dashboard panels and determine root cause
• Review configuration files and recommend best practices (Debug logs, JSON, YAML)
• Troubleshoot connectivity to various data sources and plugins
• Open Github issues and partner with software developers in order to solve issues, address bug fixes, or report security vulnerabilities
• Assess 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
• Provide training to new and existing team members and help with the onboarding process for new customers

Preferred Qualifications

Fluency in English with any other European language (especially German) would be ideal