Support Engineer (Remote, UK)

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

Job summary

A leading observability company is looking for an experienced Support Engineer. This remote role is primarily for candidates in the UK. You will be part of the Customer Experience team, responsible for supporting clients on various observability platforms. Strong troubleshooting, communication skills, and the ability to engage with diverse customers are essential. The role offers a salary range of GBP 66,000 - GBP 70,000 plus benefits.

Benefits

Equity

Bonus

Learning opportunities

Qualifications

• Experience in observability, cloud systems, or enterprise open source technology.
• Fluency in English; additional European languages are a plus.
• Comfortable engaging with diverse customers.

Responsibilities

• Debugging customer issues in lab environments.
• Utilizing SSO/SAML for customer instance security.
• Reviewing configuration files and recommending best practices.
• Opening Github issues and collaborating for solutions.
• Managing customer cases via multiple communication channels.
• Providing training and assisting with onboarding.

Skills

Troubleshooting

Communication skills

Problem-solving

DevOps

Cloud systems administration

Kubernetes

Customer engagement

Research skills

Knowledge of metrics and logs

Tools

AWS

Azure

GCP

Docker

CRM software

Help desk software

Job description

Social network you want to login/join with:

col-narrow-left

Client:

Location:

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

62dc62135890

Job Views:

22

Posted:

12.08.2025

col-wide

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, 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. This position will focus on our EMEA Customer coverage and offer extensive learning opportunities within our Cloud, Enterprise, and Open Source offerings.

What you'll be doing:

1. Debugging customer issues by attempting to replicate in lab environments (AWS, Azure, GCP, Kubernetes, Docker/containers, and test data sources)
2. Utilizing SSO/SAML experience to help customers secure their Grafana instances
3. Evaluating errors or discrepancies within customer dashboard panels and determining root cause
4. Reviewing configuration files and recommending best practices (Debug logs, JSON, YAML)
5. Troubleshooting connectivity to various data sources and plugins
6. Opening Github issues and collaborating with developers to resolve issues, bugs, or security vulnerabilities
7. Assessing performance issues with queries, visualizations, and alerting (PromQL, LogQL)
8. Managing customer cases via phone, video meetings, email, ticketing, and chat
9. Contributing to internal knowledge base and sharing technical information within the team
10. Informing customers about new features and functionalities
11. Gathering and sharing customer feedback with Product, Sales, and Customer Success teams
12. Providing training to new and existing team members and assisting with onboarding

What you'll bring to the team:

1. A background in observability, cloud systems administration, containerization, devops, logs, metrics, tracing, Kubernetes, or enterprise open source technology
2. A willingness to learn and master our products, becoming a trusted advisor to customers
3. Comfort engaging with a range of customers from small businesses to Fortune 500 companies, prioritizing customer needs
4. Proficiency in troubleshooting and strong research skills
5. Ability to collaborate with engineering teams and perform root-cause analysis
6. Experience with CRM, help desk software, and remote support tools
7. Experience delivering client-focused solutions
8. Excellent listening, problem-solving, and communication skills
9. Patience, friendliness, and empathy in customer interactions
10. Fluency in English; additional European languages (especially German) are a plus

In the UK, the base salary range is GBP 66,000 - GBP 70,000, with benefits including equity, bonus, and others. Compensation varies based on experience and skillset. If applying from outside the UK, the specific pay range and benefits will be discussed with your recruiter.