Customer Support Professional
1 month ago
Customer Support Specialist Role at Grafana Labs
As a member of our fast-growing Customer Experience team, you'll provide specialized support for Grafana Labs customers, focusing on the entire observability stack. This includes front-end Grafana panels, metrics, logs, and traces.
In this role, you'll work closely with customers, using your troubleshooting skills to replicate issues in lab environments (AWS, Azure, GCP, Kubernetes, Docker/containers, and test data sources). You'll also utilize SSO/SAML experience to secure Grafana instances and evaluate errors or discrepancies within customer dashboard panels.
Your responsibilities will include:
- Debugging customer issues by attempting to replicate in lab environments
- 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:
We're looking for individuals with:
- 3+ Years of experience in a Support Engineer role
- A background knowledge of any of the following fields: 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
Benefits include equity, bonus (if applicable) and other benefits listed. Compensation ranges are country specific, and your recruiter will discuss your specific market's defined pay range & benefits at the beginning of the process.
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