Technical Support Engineer (Remote, EMEA)
GRAFANA LABS
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Burundi
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풀 타임
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This is a remote role ONLY for candidates in the timezones of the European Union or United Kingdom
Are you looking for the next step in your career? Enjoy a challenge? Love to innovate? This is an exciting opportunity to join a leading observability company in a high-growth phase. We’re looking for an experienced, versatile, and highly motivated Support Engineer to join the team.
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. This position will be focused on our EMEA Customer coverage.
What you'll be doing:
• 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
