Support Engineer (Remote, Australia) at Grafana Labs

Grafana Labs is seeking a Support Engineer to join its Customer Experience team. The Support Engineer will provide specialized support for Grafana Labs customers, supporting the entire observability stack and gaining hands-on experience with open-source projects. The role involves extensive learning opportunities within Grafana Labs' Cloud, Enterprise, and Open Source offerings.

Responsibilities:

• Debugging customer issues by replicating them in lab environments.
• Utilizing SSO/SAML experience to secure Grafana instances.
• Evaluating errors within customer dashboard panels and determining root cause.
• Reviewing configuration files and recommending best practices.
• Troubleshooting connectivity to various data sources and plugins.
• Opening Github issues and partnering with software developers to solve issues.
• Assessing performance issues with queries, visualizations, and alerting.
• Managing customer cases by providing timely information via various channels.
• Contributing to internal knowledge base and sharing information within the team.
• Gathering and sharing customer feedback with relevant teams.
• Providing training to new and existing team members.

Requirements:

• 3+ years of experience in a Support Engineer role.
• Background knowledge of observability, cloud systems administration, containerization, devops, logs, metrics, tracing, kubernetes, and general enterprise open source technology.
• Proficiency in troubleshooting and strong researching skills.
• Experience with CRM, help desk software, and remote support tools.
• Experience delivering client-focused solutions.

Role Offers:

• Equity
• Bonus (if applicable)