Technical Support Engineer (Remote, EMEA)

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.

Responsibilities:

• 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

Requirements:

• This role is for a Tuesday to Saturday Shift based in: Germany, UK, Sweden and/or Netherlands
• Fluency in English with any other European language (especially German) would be ideal
• 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 escalate.
• 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