Technical Support Engineer
Remote, East Coast, USA
Posted on 3/4/2023
INACTIVE
Grafana Labs

1,001-5,000 employees

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