Remote Support Engineer Job in United States Grafana Labs

Who you are

• Debug customer issues in lab environments
• Utilize SSO/SAML experience to secure Grafana instances
• Review configuration files and recommend best practices
• Troubleshoot connectivity to data sources and plugins
• Open Github issues and partner with software developers
• Assess performance issues with queries, visualizations, and alerting
• Manage customer cases via phone, video meetings, email, ticketing, and chat
• Contribute to internal knowledge base
• Share customer feedback with Product, Sales, and Customer Success teams
• Provide training and help with onboarding process for new customers
• 3+ years of experience
• Located in CST Timezone USA
• Proficient in troubleshooting process with strong researching skills
• Go all the way to root-cause analysis
• Experience with CRM software, help desk software, and remote support tools
• Experience delivering client-focused solutions to customer needs

Desirables

• Knowledge of observability
• Knowledge of cloud systems admin
• Knowledge of containerization
• Knowledge of devops
• Knowledge of logs
• Knowledge of metrics
• Knowledge of tracing
• Knowledge of Kubernetes
• Knowledge of enterprise open source tech

What the job involves

• Provide specialized support for Grafana Labs customers
• Support the observability stack including metrics, logs, and traces
• Gain hands-on experience with open source projects across Cloud, Enterprise, and Open Source offerings