Support Engineer

Grafana Labs; Remote; GBP 66,000 - 70,000; Full time

Job summary

A leading observability company in the UK is seeking an experienced Support Engineer who will specialize in providing technical support to customers. This role involves debugging customer issues, troubleshooting connectivity, and assisting clients effectively. Ideal candidates will have strong communication skills, be comfortable with multiple technologies, and enjoy engaging with customers to deliver exceptional service. The position offers a base salary range of £66,000 - £70,000 with equity and benefits.

Benefits

Equity

Bonus

Flexible working hours

Qualifications

• Experience with observability and cloud systems.
• Ability to engage with a range of customers.
• Knowledge in containerization and DevOps.

Responsibilities

• Provide specialized support for Grafana Labs customers.
• Debug customer issues by replicating in lab environments.
• Contribute to internal knowledge base and share information.

Skills

Debugging customer issues

Troubleshooting connectivity

Strong researching skills

Customer-first attitude

Fluency in English

Proficient in troubleshooting process

Tools

CRM software

Help desk software

Remote support tools

Job description

This is a remote role ONLY for candidates located in the UK. 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.

• 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
• 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
• A willingness to learn and aptitude to master our products and become a trusted advisor to our customers
• You will be comfortable engaging with a range of customers from small businesses to Fortune 500 clients and you will love putting the customer first in all of your actions
• You must be proficient in the troubleshooting process and have strong researching skills
• You will be required to work with multiple Engineering teams but should be able to do more than just triage and escalat
• We're looking for people who can go all the way to root-cause analysis as they become more familiar with the products / technologiesSolid experience with CRM software, help desk software and remote support tools
• Experience delivering client-focussed solutions to customer needs
• Excellent listening, problem solving and communication skills
• You are patient, friendly and practice empathy in all of your interactions to deliver first class customer service
• Fluency in English with any other European language (especially German) would be ideal
• In the UK, the Base compensation range for this role is GBP 66,000 - GBP 70,000. 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.