Support Engineer - Toronto, Canada - Grafana Labs

Description

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.

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

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:

3+ Years of experience in a Support Engineer role

Located in a EST Timezone in Canada

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

You must be proficient in the troubleshooting process and have strong researching skills

We're looking for people who can go all the way to root-cause analysis as they become more familiar with the products/technologies

Solid experience with CRM software, help desk software and remote support tools

Experience delivering client-focussed solutions to customer needs

In Canada, the Base compensation range for this role is CAD 101,000 - CAD 121,000. 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.