Support Engineer

Summary

Join Grafana Labs, a leading observability company, as a Support Engineer and contribute to a fast-growing Customer Experience team. You will provide specialized support for Grafana Labs customers, supporting the entire observability stack. This role offers hands-on experience with open-source projects and extensive learning opportunities. The position focuses on US customer coverage, with a preference for candidates in the eastern and central time zones. You will debug customer issues, utilize SSO/SAML, evaluate errors, and troubleshoot connectivity. You will also contribute to the internal knowledge base and provide training.

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

Responsibilities

• Debug customer issues by attempting to replicate in lab environments (AWS, Azure, GCP, Kubernetes, Docker/containers, and dozens of test data sources)
• Utilize SSO/SAML experience to help customers in securing their Grafana instances
• Evaluate errors or discrepancies within customer dashboard panels and determine root cause
• Review configuration files and recommending best practices (Debug logs, JSON, YAML)
• Troubleshoot connectivity to various data sources and plugins
• Open Github issues and partnering 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
• 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)