Technical Support Engineer
Remote, East Coast, USA
Posted on 3/4/2023
INACTIVE
Open source analytics & monitoring solutions
Company Overview
Grafana Labs’ mission is to democratize metrics so users can create a dashboard that helps them get insights into how their applications behave, enabling them to iterate, take action and improve faster.
Company Stage
Series D
Total Funding
$535.2M
Founded
2014
Headquarters
New York, New York
Growth & Insights
Headcount
6 month growth
↑ 6%1 year growth
↑ 21%2 year growth
↑ 84%Locations
Remote • United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Kubernetes
Microsoft Azure
Sales
Git
Docker
AWS
Development Operations (DevOps)
Google Cloud Platform
CategoriesNew
DevOps & Infrastructure
Software Engineering
Requirements
- 3+ Years of experience in a Support Engineer role
- Located in a EST timezone
- 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
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