Technical Support Engineer

Summary

Join Grafana Labs as a remote Support Engineer based in Sweden! This exciting opportunity is for an experienced and motivated individual to provide specialized support to Grafana Labs customers. You will be part of a fast-growing team, supporting the entire observability stack and working with various open-source projects. The role involves debugging customer issues, utilizing SSO/SAML, troubleshooting connectivity, and collaborating with engineering teams. You will also contribute to the internal knowledge base, provide training, and gather customer feedback. This position offers a competitive salary and benefits package.

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 prioritize customer satisfaction in all actions
• Be proficient in the troubleshooting process and possess strong researching skills
• Be able to work with multiple Engineering teams and conduct root-cause analysis
• Have solid experience with CRM software, help desk software and remote support tools
• Possess experience delivering client-focussed solutions to customer needs
• Have excellent listening, problem solving and communication skills
• Be patient, friendly and practice empathy in all interactions to deliver first class customer service
• Be fluent in English

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 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
• 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

Fluency in any other European language (especially German)

Benefits

• Equity
• Bonus (if applicable)