Support Engineer

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 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, 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
• 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
• Located in a EST Timezone in USA
• A 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 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

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 here.

*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.