Support Engineer

Summary

Join Grafana Labs, a leading observability company, as a Support Engineer and become a member of the 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 numerous 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

• Possess a background knowledge of any of the following fields: Observability, cloud systems administration, containerization, devops, logs, metrics, tracing, kubernetes and general enterprise open source technology
• Demonstrate a willingness to learn and aptitude to master our products and become a trusted advisor to our customers
• Be comfortable engaging with a range of customers from small businesses to Fortune 500 clients and love putting the customer first in all your actions
• Be proficient in the troubleshooting process and have strong researching skills
• Be able to work with multiple Engineering teams but be able to do more than just triage and escalate. Go all the way to root-cause analysis as you become more familiar with the products/technologies
• Have solid experience with CRM software, help desk software and remote support tools
• Have experience delivering client-focussed solutions to customer needs
• Possess excellent listening, problem solving and communication skills
• Be patient, friendly and practice empathy in all 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

Preferred Qualifications

Be located in an EST, PST or CT time zone

Benefits

• Equity
• Bonus (if applicable)