Technical Support Engineer

Summary

Join Grafana Labs' Customer Experience team as a Technical Support Engineer, providing specialized support for Grafana Labs customers and their observability stack. You will debug customer issues, utilize SSO/SAML, evaluate dashboard errors, review configuration files, troubleshoot connectivity, and assess performance issues. Collaborate with software developers, manage customer cases through various channels, contribute to the internal knowledge base, gather customer feedback, and provide training. This role requires 3+ years of experience in a Support Engineer role and a background in observability, cloud systems, or DevOps. Proficiency in troubleshooting, researching, and root-cause analysis is essential, along with experience with CRM and help desk software. The base compensation range in Australia is AUD 110,000 to AUD 132,000, with additional benefits including equity and bonuses.

Requirements

• 3+ Years of experience in a Support Engineer role
• A background knowledge of any of the following fields is desired: Observability, cloud systems administration, containerisation, devops, logs, metrics, tracing, kubernetes and general enterprise open source technology
• You must be proficient in the troubleshooting process and have strong researching skills
• 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

Responsibilities

• Debugging customer issues by attempting to replicate in lab environments (AWS, Azure, GCP, Kubernetes, Docker/containers, and dozens of test data sources)
• Utilising 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, visualisations, 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

Benefits

• Equity
• Bonus