Support Engineer Job at Grafana

Grafana Labs is hiring for the role of Support Engineer!

Responsibilities of the Candidate:

• 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 the 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 to solve issues, address bug fixes, or report security vulnerabilities
• Assessing performance issues with queries, visualizations, and alerting (PromQL, LogQL)
• Managing customer cases by providing timely and accurate information via phone, video meetings, email, ticketing, and chat
• Contributing to the internal knowledge base and share information about technical issues within your team
• Gathering and sharing customer feedback with Product, Sales, and Customer Success teams
• Providing 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 
• 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 research 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-focused solutions to customer needs