Support Engineer

Candidates must be located in PST or MTN time zone and be open working a shift that includes a weekend day (Sunday - Thursday).

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 PST/MTN 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 72000 - USD 126000.  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.