Remote Support Engineer

Description:

• This is a remote role available only for candidates located in Spain.
• The Support Engineer position is with a leading observability company in a high-growth phase.
• Responsibilities include providing specialized support for Grafana Labs customers, supporting the entire observability stack, and working with various open source projects.
• The role will focus on EMEA Customer coverage.
• Tasks involve debugging customer issues, securing Grafana instances, evaluating errors in dashboard panels, troubleshooting connectivity, opening Github issues, assessing performance issues, managing customer cases, contributing to the knowledge base, informing customers about new features, and providing training.
• The Support Engineer will engage with customers ranging from small businesses to Fortune 500 clients.
• Proficiency in troubleshooting, strong researching skills, experience with CRM software, help desk software, and remote support tools are required.
• Excellent listening, problem-solving, and communication skills are essential.
• Fluency in English and ideally another European language, especially German, is desired.

Requirements:

• Desired background knowledge in observability, cloud systems administration, containerization, devops, logs, metrics, tracing, Kubernetes, and general enterprise open source technology.
• Willingness to learn and master products to become a trusted advisor to customers.
• Ability to prioritize customer needs and provide client-focused solutions.
• Strong ability to perform root-cause analysis and work with multiple Engineering teams.
• Experience with CRM software, help desk software, and remote support tools.
• Excellent listening, problem-solving, and communication skills.
• Fluency in English and ideally another European language, especially German.

Benefits:

• Base compensation range for this role in Spain is EUR 54,000 - EUR 64,000.
• Actual compensation may vary based on level, experience, and skillset.
• Benefits include equity, bonus (if applicable), and other benefits listed on the careers page.