Support Engineer

Summary

Join Grafana Labs' Customer Experience team as a Support Engineer and provide specialized support for Grafana Labs customers. You will support the entire observability stack, from front-end Grafana panels to metrics, logs, and traces. This role offers hands-on experience with numerous open-source projects, providing extensive learning opportunities. You will debug customer issues, utilize SSO/SAML, evaluate errors, review configuration files, troubleshoot connectivity, and manage customer cases. The position requires 3+ years of experience in a Support Engineer role and proficiency in troubleshooting. Location is Australia. Compensation details are provided for India, with other locations to be discussed with the recruiter.

Requirements

• 3+ Years of experience in a Support Engineer role
• Be proficient in the troubleshooting process and have strong researching skills
• Solid experience with CRM software, help desk software and remote support tools
• Experience delivering client-focussed solutions to customer needs

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
• 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

• 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
• Go all the way to root-cause analysis as they become more familiar with the products/technologies

Benefits

• Equity
• Bonus (if applicable)