Support Engineer (Remote, UK)

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

Job summary

An exciting opportunity awaits you at a leading observability company in the UK! Join a dynamic Customer Experience team as a Support Engineer, where you'll tackle challenges head-on and provide specialized support for customers using cutting-edge open source projects. This remote role offers a chance to engage with a diverse range of clients, from small businesses to Fortune 500 companies, and work closely with engineering teams to resolve issues. If you have a passion for problem-solving and delivering exceptional customer service, this is the perfect role for you to grow and innovate in a high-growth environment.

Benefits

Equity

Bonus

Learning Opportunities

Flexible Working Hours

Qualifications

• Experience in troubleshooting and providing customer support.
• Knowledge of cloud systems, containerization, and observability.

Responsibilities

• Debugging customer issues and providing timely support.
• Managing customer cases and contributing to the knowledge base.

Skills

Troubleshooting

Customer Service

Problem Solving

Communication Skills

Researching Skills

Fluency in English

Knowledge of Observability

Cloud Systems Administration

DevOps

Containerization

Tools

AWS

Azure

GCP

Kubernetes

Docker

CRM Software

Help Desk Software

Remote Support Tools

Job description

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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.

What you'll be doing:

1. Debugging customer issues by attempting to replicate in lab environments (AWS, Azure, GCP, Kubernetes, Docker/containers, and dozens of test data sources)
2. Utilizing SSO/SAML experience to help customers in securing 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 partnering with software developers in order to solve issues, address bug fixes, or report security vulnerabilities
7. Assessing performance issues with queries, visualizations, and alerting (PromQL, LogQL)
8. Manage customer cases by providing timely and accurate information via phone, video meetings, email, ticketing, and chat
9. Contribute to internal knowledge base and share information about technical issues within your team
10. Inform customers about new features and functionality
11. Gather and share customer feedback with Product, Sales, and Customer Success teams
12. Provide training to new and existing team members and help with the onboarding process for new customers

What you'll bring to the team:

1. 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
2. A willingness to learn and aptitude to master our products and become a trusted advisor to our customers
3. 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
4. You must be proficient in the troubleshooting process and have strong researching skills
5. You will be required to work with multiple Engineering teams but should be able to do more than just triage and escalate.
6. We’re looking for people who can go all the way to root-cause analysis as they become more familiar with the products/technologies
7. Solid experience with CRM software, help desk software and remote support tools
8. Experience delivering client-focused solutions to customer needs
9. Excellent listening, problem solving and communication skills
10. You are patient, friendly and practice empathy in all of your interactions to deliver first class customer service
11. 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.

*Compensation ranges are country specific. If you are applying for this role from a different location than listed above, your recruiter will discuss your specific market’s defined pay range & benefits at the beginning of the process.