Support Engineer

Candidates must be located in an Indian 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

• 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 India the Base compensation range for this role is INR 3673000 to INR 5453000.  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.