Support Engineer

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 instancesEvaluating errors or discrepancies within customer dashboard panels and determining root causeReviewing configuration files and recommending best practices (Debug logs, JSON, YAML)Troubleshooting connectivity to various data sources and pluginsOpening Github issues and partnering with software developers in order to solve issues, address bug fixes, or report security vulnerabilitiesAssessing 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 chatContribute to internal knowledge base and share information about technical issues within your teamInform customers about new features and functionalityGather and share customer feedback with Product, Sales, and Customer Success teamsProvide training to new and existing team members and help with the onboarding process for new customersA 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 technologyA willingness to learn and aptitude to master our products and become a trusted advisor to our customersYou 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 actionsYou must be proficient in the troubleshooting process and have strong researching skillsYou will be required to work with multiple Engineering teams but should be able to do more than just triage and escalatWe'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 toolsExperience delivering client-focussed solutions to customer needsExcellent listening, problem solving and communication skillsYou are patient, friendly and practice empathy in all of your interactions to deliver first class customer serviceFluency in English with any other European language (especially German) would be idealIn 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. #J-18808-Ljbffr