Support Engineer

As a Support Engineer at Grafana Labs, you'll join the fast-growing Customer Experience team, providing specialized support for Grafana Labs customers. You'll support the entire observability stack, from front-end Grafana panels to metrics, logs, and traces. This role offers hands-on experience with various open source projects, providing extensive learning opportunities within Cloud, Enterprise, and Open Source offerings.

Key responsibilities include:

• Debugging customer issues in lab environments (AWS, Azure, GCP, Kubernetes, Docker/containers)
• Utilizing SSO/SAML experience to secure Grafana instances
• Evaluating dashboard panel errors and determining root causes
• Reviewing configuration files and recommending best practices
• Troubleshooting data source and plugin connectivity
• Collaborating with developers on GitHub for issue resolution
• Assessing performance issues with queries, visualizations, and alerting
• Managing customer cases through various communication channels
• Contributing to internal knowledge base and sharing technical information
• Gathering and sharing customer feedback with other teams
• Providing training and assisting with customer onboarding

Requirements:

• 3+ years of experience in a Support Engineer role
• Located in a PST Timezone in USA
• Background knowledge in observability, cloud systems administration, containerization, DevOps, logs, metrics, tracing, Kubernetes, and enterprise open source technology
• Proficiency in troubleshooting and strong research skills
• Ability to perform root-cause analysis
• Experience with CRM software, help desk software, and remote support tools
• Client-focused approach to problem-solving

Grafana Labs offers a competitive compensation package, including equity and bonus opportunities. The company is committed to diversity and inclusion, encouraging applications from candidates with varied backgrounds and experiences.

Join Grafana Labs to be part of a team supporting millions of users worldwide, working with cutting-edge observability technologies, and contributing to the growth of a dynamic, open-source-focused company.