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Support Engineer - Remote

Posted 10 weeks ago
Customer Service
Full Time
Australia
AUD 110,000 - AUD 132,000/year

Overview

As a Support Engineer, you will be a member of the fast-growing Customer Experience team, responsible for providing specialized support for Grafana Labs customers, covering the entire observability stack.

In Short

  • Debugging customer issues in lab environments.
  • Utilizing SSO/SAML for customer security.
  • Evaluating errors in customer dashboard panels.
  • Reviewing configuration files and recommending best practices.
  • Troubleshooting connectivity to data sources.
  • Collaborating with software developers on issues.
  • Assessing performance issues with queries and visualizations.
  • Managing customer cases through various communication channels.
  • Contributing to the internal knowledge base.
  • Providing training to team members and onboarding new customers.

Requirements

  • 3+ years of experience in a Support Engineer role.
  • Knowledge in observability, cloud systems, and containerization.
  • Proficient in troubleshooting and research skills.
  • Ability to perform root-cause analysis.
  • Experience with CRM and remote support tools.
  • Client-focused solution delivery experience.

Benefits

  • Equity and bonus opportunities.
  • Comprehensive benefits package.
Grafana Labs logo

Grafana Labs

Grafana Labs is a company deeply rooted in the open-source community, dedicated to advocating for developers and nurturing innovation through collaboration. With a focus on observability and telemetry, Grafana Labs empowers users to build and understand complex systems using their technology. The company values a vibrant, participatory community and encourages diverse participation, aiming to improve their open-source software (OSS) through education and engagement. Grafana Labs operates with a fully remote team, fostering a culture of learning and sharing, and is committed to enhancing user success through effective communication and technical support.

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