Grafana Labs is hiring a
Support Engineer

Summary

The job is for a remote Support Engineer role at Grafana Labs based in the UK. The role involves providing specialized support to Grafana Labs customers and working with various open source projects. The candidate should have a background knowledge of observability, cloud systems administration, containerization, devops, logs, metrics, tracing, kubernetes, and general enterprise open source technology.

Requirements

• A background knowledge of observability, cloud systems administration, containerization, devops, logs, metrics, tracing, kubernetes, and general enterprise open source technology
• Proficiency in CRM software, help desk software, remote support tools
• Experience delivering client-focused solutions to customer needs
• Excellent listening, problem solving, and communication skills
• Patience, friendliness, 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

Responsibilities

• 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

Benefits

Equity, bonus (if applicable), and other benefits as listed on the Grafana Labs careers page