Technical Support Specialist

2 weeks ago


Remote, Oregon, United States Grafana Labs Full time

Position Overview:

As a Technical Support Specialist at Grafana Labs, you will play a vital role in our rapidly expanding Customer Experience team. Your primary responsibility will be to deliver expert assistance to our clients, ensuring they can effectively utilize our observability stack, which encompasses everything from Grafana's front-end panels to various metrics, logs, and traces.

Key Responsibilities:

  • Diagnosing customer challenges by replicating issues in controlled lab environments, including AWS, Azure, GCP, Kubernetes, and Docker.
  • Leveraging SSO/SAML expertise to assist clients in securing their Grafana installations.
  • Identifying and analyzing errors or inconsistencies within customer dashboards to determine the underlying causes.
  • Reviewing configuration files and suggesting best practices, including Debug logs, JSON, and YAML.
  • Troubleshooting connectivity issues with various data sources and plugins.
  • Collaborating with software developers by submitting GitHub issues to resolve problems, implement bug fixes, or report security concerns.
  • Evaluating performance issues related to queries, visualizations, and alerting mechanisms.
  • Managing customer inquiries by providing prompt and precise information through various communication channels.
  • Contributing to the internal knowledge base and sharing insights about technical challenges with your team.
  • Collecting and relaying customer feedback to the Product, Sales, and Customer Success teams.
  • Facilitating training sessions for new and existing team members and assisting with the onboarding of new clients.

Qualifications:

  • A minimum of 3 years of experience in a Support Engineer capacity.
  • Proficiency in troubleshooting processes and strong research capabilities.
  • Familiarity with observability, cloud systems administration, containerization, DevOps, logs, metrics, tracing, Kubernetes, and general enterprise open-source technologies is preferred.
  • Experience with CRM software, help desk tools, and remote support applications.
  • A proven track record of delivering client-focused solutions that meet customer needs.

In the United States, the base compensation range for this position is USD 105,639 - USD 126,766. Actual compensation may vary based on the candidate's level, experience, and skill set as evaluated during the interview process. Benefits include equity, bonuses (if applicable), and additional perks.



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