Remote Support Engineer Job in United States Grafana Labs

Who you are

What the job involves

• 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.
• Inform customers about new features and functionality.
• 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.