Full-Time Support Engineer

Grafana Labs is hiring a remote Full-Time Support Engineer. The career level for this job opening is Experienced and is accepting India based applicants remotely. Read complete job description before applying.

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Grafana Labs

Job Title

Support Engineer

Posted

Career Level

Full-Time

Career Level

Experienced

Locations Accepted

India

Job Details

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

FAQs

What is the last date for applying to the job?

The deadline to apply for Full-Time Support Engineer at Grafana Labs is 1st of September 2024 . We consider jobs older than one month to have expired.

Which countries are accepted for this remote job?

This job accepts [ India ] applicants. .

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