Support Engineer (Remote, United States, PST/MTN) - United States (Remote)
Candidates must be located in PST or MTN time zone and be open working a shift that includes a weekend day (Sunday - Thursday). As a Support Engineer, you'll be a member of the fast-growing Customer Experience team, and be responsible for providing specialized support for Grafana Labs customers. You'll support the entire observability stack, from front-end Grafana panels to metrics, logs, and traces. In this role, you’ll also get hands-on experience with a multitude of unique open source projects providing extensive learning opportunities within our Cloud, Enterprise, and Open Source offerings.
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 PST/MTN Timezone in USA
- A background knowledge of any of the following fields is desired: Observability, cloud systems administration, containerization, devops, …
Hey, this job isn't fresh anymore!
Search Fresh JobsJob Profile
Regions Countries Benefits/Perks SkillsAWS Azure Containerization CRM Software DevOps Docker GCP GitHub Go Grafana Help desk software JSON Kubernetes LogQL Logs Metrics Observability Open source technology PromQL Sales Traces Tracing Visualization YAML
Tasks- Feedback
3+ 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