Technical Support Engineer

Details

As a Technical Support Engineer, you'll be a member of the fast-growing Customer Experience team, and be responsible for providing specialised support for Grafana Labs customers. You'll support the entire observability stack, from front-end Grafana panels to metrics, logs, and traces.

In this role, you’ll also get hands-on experience with a multitude of unique open source projects providing extensive learning opportunities within our Cloud, Enterprise, and Open Source offerings.

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

Requirements

• 3+ Years of experience in a Support Engineer role
• Background knowledge of Observability, cloud systems administration, containerisation, devops, logs, metrics, tracing, Kubernetes, and general enterprise open source technology is desired
• Proficient in troubleshooting process and strong researching skills
• Ability to perform root-cause analysis as familiarity with products/technologies increases
• Solid experience with CRM software, help desk software, and remote support tools
• Experience delivering client-focused solutions to customer needs

Benefits

Benefits include equity, bonus (if applicable), and other benefits listed on the company careers page.

About Grafana Labs: There are more than 20M users of Grafana, an open source visualization tool, monitoring various applications globally. Grafana Labs supports over 3,000 companies with observability strategies using Grafana LGTM Stack, available via Grafana Cloud or self-managed Grafana Enterprise Stack, featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo).

Equal Opportunity Employer: Grafana Labs is committed to diversity, equality, and inclusion in the workplace, encouraging applications from candidates even if your experience does not align perfectly with all qualifications.

Privacy: Information about personal data use after application can be found in the company's privacy policy.