Technical Support Engineer

As a Technical Support Engineer, you'll be a member of the fast-growing Customer Experience team, responsible for providing specialised 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. Debugging customer issues by attempting to replicate in lab environments (AWS, Azure, GCP, Kubernetes, Docker/containers, and dozens of test data sources). Utilising SSO/SAML experience to help customers in securing their Grafana instances. Evaluating errors or discrepancies within customer dashboard panels and determining root cause. 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.