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The Support Engineer position at Grafana Labs presents an exciting opportunity to join a leading observability company. This role is tailored for those who enjoy challenges and seek to innovate in a high-growth environment. Candidates must reside in an EST, PST, or CT time zone, reflecting the company’s operational focus on U.S. customers.
As part of the Customer Experience team, you will be responsible for offering specialized support for Grafana Labs' customers across the entire observability stack. Your responsibilities include:
Debugging customer issues, which involves replicating problems in various lab environments such as AWS, Azure, GCP, Kubernetes, and Docker.
Utilizing SSO/SAML experience to assist customers in securing their Grafana instances.
Evaluating errors in customer dashboard panels and identifying root causes.
Reviewing configuration files and recommending best practices involving Debug logs, JSON, and YAML.
Troubleshooting connectivity to different data sources and plugins.
Opening GitHub issues and collaborating with software developers to resolve problems and report bugs.
Addressing performance issues related to queries and visualizations, which may involve PromQL and LogQL.
Managing customer cases with efficiency and clarity through various communication channels including phone, email, and chat.
Contributing to the internal knowledge base and sharing insights on technical issues with your team.
Informing customers about new features and functionalities, while also gathering their feedback to relay to product management and sales teams.
Providing training both to new customers and to your team members, aiding in onboarding efforts.
To succeed in this role, candidates should possess:
A foundational understanding of fields such as observability, cloud systems administration, containerization, DevOps, and general open source technology.
A proactive commitment to learning and a readiness to master Grafana’s products while acting as a trusted advisor.
A passion for customer satisfaction, showing proficiency in troubleshooting and research.
Ability to engage effectively with a diverse range of customers from small businesses to Fortune 500 companies.
Experience utilizing CRM software, help desk software, and tools relevant for remote support.
Excellent listening and communication skills, complemented by a patient and empathetic demeanor to deliver premier customer service.
Experience in conducting root-cause analysis and working directly with engineering teams.
Grafana Labs offers a competitive salary range for the Support Engineer position in the U.S., specifically between $105,639 and $126,766. The final compensation will be contingent on the candidate’s experience and skill set as determined by the interview process. Additionally, benefits may include equity options, performance bonuses (when applicable), and further perks detailed in their careers page.
Grafana Labs boasts a user base exceeding 20 million, and its open-source visualization tools are utilized across varied fields, including monitoring climate change and enterprise data. Their solution assists over 3,000 companies, including industry giants like Bloomberg, JPMorgan Chase, and eBay. Grafana's ecosystem consists of comprehensive products that enable users to manage observability strategies effectively, offering hosted solutions like Grafana Cloud and self-managed options such as the Grafana Enterprise Stack.
Grafana Labs promotes a culture of diversity and inclusion, emphasizing equal opportunity employment. They encourage candidates from various backgrounds to apply, even if their qualifications do not entirely match the job description. This encompasses a commitment to fostering a supportive work environment where all members can thrive and contribute their unique perspectives.
Grafana Labs is not only looking for technical expertise but also values soft skills and the potential of individuals. The company believes that a strong, inclusive workforce enhances the overall strength and innovation capabilities of the organization.
Prospective candidates can expect a forward-thinking workplace that values creativity, collaboration, and continuous learning, pivotal for those looking to develop their careers in the tech industry while contributing to a larger mission of data observability.
This job offer was originally published on himalayas.app
January 26, 2025
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This job offer summary has been generated using automated technology. While we strive for accuracy, it may not always fully capture the nuances and details of the original job posting. We recommend reviewing the complete job listing before making any decisions or applications.
