Staff Cloud Support Engineer - Data Platform
SnowflakeSalary not specified
Full Time
Mid-level (3 to 4 years), Senior (5 to 8 years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Information Technology & ServicesIndustries
Requirements
Candidates must have 3+ years of experience in a Support Engineer role, a background knowledge of observability, cloud systems administration, containerization, devops, logs, metrics, tracing, Kubernetes, and general enterprise open source technology, proficiency in troubleshooting, strong researching skills, and solid experience with CRM software, help desk software, and remote support tools.
Responsibilities
The Technical Support Engineer will debug customer issues by attempting to replicate them in lab environments, utilizing SSO/SAML experience to help customers secure their Grafana instances, evaluate errors within customer dashboard panels and determine root cause, review configuration files and recommend best practices, troubleshoot connectivity to various data sources and plugins, open Github issues, partner with software developers to solve issues and report security vulnerabilities, assess performance issues with queries, visualizations, and alerting, manage customer cases by providing timely and accurate information via various channels, contribute to internal knowledge base and share information about technical issues, gather and share customer feedback with relevant teams, and provide training to new and existing team members.
Skills
AWS
Azure
GCP
Kubernetes
Docker
SSO
SAML
JSON
YAML
PromQL
LogQL
Support
Troubleshooting
Customer Support
Knowledge Base
Customer Feedback
Training
Grafana Labs
Observability and monitoring solutions provider
About Grafana Labs
Grafana Labs specializes in observability and monitoring solutions for cloud infrastructure and applications. Its main product, Grafana, is an open-source metrics dashboard that allows users to visualize and analyze data from various sources. This helps businesses monitor the performance and health of their systems in real-time. Grafana Labs serves a wide range of clients, including large enterprises and individual developers, particularly in sectors like technology, finance, healthcare, and retail. Unlike many competitors, Grafana Labs offers both open-source and commercial products, generating revenue through premium features, enterprise support, and managed cloud services. The company's goal is to provide essential tools for monitoring and visualizing data, ensuring that digital services are reliable and efficient.
New York City, New YorkHeadquarters
2014Year Founded
$783.2MTotal Funding
SERIES_DCompany Stage
Data & Analytics, Enterprise SoftwareIndustries
1,001-5,000Employees
Benefits
30 days of paid vacation each year on top of national holidays, parental leave, & sick leave
Health coverage
4% contribution match on our 401(k)
$1,500 learning and development stipend
Udemy subscription
Complimentary subscription to Headspace
Discounts on a wide variety of services, including entertainment, food, and fitness.
Remote Work Option
Global Employee Assistance Program
Risks
Increased competition from Datadog, Dynatrace, and New Relic pressures Grafana to innovate.
Recent critical security vulnerabilities could affect customer trust and adoption.
Rapid regional expansion may strain resources and impact service quality.
Differentiation
Grafana Labs offers a unique open-source observability platform with extensive customization.
The company provides both self-managed and fully managed observability solutions for diverse needs.
Grafana Labs integrates AI to enhance data analysis and monitoring capabilities.
Upsides
Grafana Labs raised $270M, boosting its valuation to over $6 billion in 2024.
The company surpassed $250M in annual recurring revenue with over 5,000 customers.
Expansion into Southeast Asia shows Grafana's commitment to localized cloud services.
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