Support Engineer (Remote, United States, EST)
United States (Remote)
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
- Located in a EST Timezone in USA
- 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
In the US, the Base compensation range for this role is USD 105,639 - USD 126,766. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable) and other benefits listed here.
*Compensation ranges are …
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Remote
Benefits/PerksBonus Equity Learning opportunities Other benefits Other benefits listed Remote-first company
Tasks- Assessing performance issues
- Debugging customer issues
- Evaluating errors
- Feedback
- Opening github issues
- Reviewing configuration files
- Troubleshooting connectivity
Alerting Analysis AWS Azure Cloud Cloud systems administration Containerization CRM CRM Software Customer Experience Customer Success Dashboards Data sources DevOps Docker GCP GitHub Go Grafana Grafana Cloud Help desk software JSON Kubernetes Logql Logs Loki Metrics Mimir Monitoring Observability Open Source Open source technology Promql Remote support tools Root Cause Analysis Sales Support Tempo Traces Tracing Training Troubleshooting Visualization YAML
Experience3 years
TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9