Support Engineer

1 week ago

Remote, United States Grafana Labs Full time

Candidates must be located in an EST time zone.As a Support Engineer, you'll be a member of the fast-growing Customer Experience team, and be responsible for providing specialized 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) Utilizing SSO/SAML experience to help customers in securing their Grafana instancesEvaluating errors or discrepancies within customer dashboard panels and determining root causeReviewing configuration files and recommending best practices (Debug logs, JSON, YAML)Troubleshooting connectivity to various data sources and pluginsOpening Github issues and partnering with software developers in order to solve issues, address bug fixes, or report security vulnerabilitiesAssessing 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 chatContribute to internal knowledge base and share information about technical issues within your teamGather and share customer feedback with Product, Sales, and Customer Success teamsProvide 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 Located in a PST Timezone in USAA 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 technologyYou must be proficient in the troubleshooting process and have strong researching skillsWe’re looking for people who can go all the way to root-cause analysis as they become more familiar with the products/technologiesSolid experience with CRM software, help desk software and remote support toolsExperience delivering client-focussed solutions to customer needs In the US, the Base compensation range for this role is USD 105,639 - USD 126,766. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable) and other benefits listed .*Compensation ranges are country specific. If you are applying for this role from a different location than listed above, your recruiter will discuss your specific market’s defined pay range & benefits at the beginning of the process.

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