Grafana Labs is a company developing open-source software for visualizing time series data. It offers a cloud platform and an enterprise suite, which enable users to unify databases, visualize data, get notifications, visually define alert rules, explore metrics and logs, leverage ad-hoc filters, share data and dashboards across teams, get alerts and notific...
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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.
This position will be focused on our EMEA Customer coverage.
What You'll Be Doing
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
Inform customers about new features and functionality
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
What You'll Bring To The Team
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
A willingness to learn and aptitude to master our products and become a trusted advisor to our customers
You will be comfortable engaging with a range of customers from small businesses to Fortune 500 clients and you will love putting the customer first in all of your actions
You must be proficient in the troubleshooting process and have strong researching skills
You will be required to work with multiple Engineering teams but should be able to do more than just triage and escalate.
We’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 tools
Experience delivering client-focussed solutions to customer needs
Excellent listening, problem solving and communication skills
You are patient, friendly and practice empathy in all of your interactions to deliver first class customer service
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