Community Engineer

• Company Grafana Labs
• No. of Openings 10
• Salary Not Disclosed
• Work Type remote

Job Description :

This is a remote opportunity and we would be interested in applicants from European timezones only at this time.

About Grafana Labs

Grafana Labs was founded five years ago and it's our mission to democratize data. We enable users across their entire organisation to better understand any system in real time, no matter where their data lives. We break down silos through software that is easy to use, open source and beautiful.

We now have over 900K active Grafana installations, over 10 million users and over 2000 customers.

We’re extraordinarily proud of the company we’ve built so far (we’ve always known that Grafana Labs is a great place to work. Now, Inc. has made it official, naming us one of the 2020 Best Workplaces.) Our team is Grafana’s greatest perk and we’re continuing to build the team and welcome new “Grafanistas” to our remote-first, global and friendly team.

The Opportunity

We are looking for a community support engineer to work on supporting the open source community for Grafana. The person in this role will be on the front line interacting with our community every day: answering their questions, diagnosing their issues, or directing questions to a team member who can help. This is a relatively new role in the team and you would be the forth support engineer to work with open source Grafana and its community.

GitHub is at the heart of our open source work and the support engineer will work closely with the Grafana engineering teams to improve our response times, flesh out bug reports from our community and carry out investigations. You will also be working with engineers to improve the tooling and working together with our technical writers to improve the documentation.

This is also a great opportunity to become a software engineer, solutions engineer, or technical writer and learn on the job. You will become experienced at using Git, GitHub and at interacting with the open source community. It would be a natural progression to go from diagnosing and investigating issues to implementing bug fixes and small features. In this role, you will have the opportunity to shadow experienced engineers and get help from them.

Who We Are Looking For

• Strong interest in analyzing and solving problems to help others.
• You enjoy being part of the open-source community. Community is part of our core, and interacting with the community will be a large part of your day.
• You are eager to learn and grow. The range of technologies that are involved when diagnosing issues with Grafana can be very broad. You will learn new technologies as well as becoming a Grafana expert.
• Good communicator with lots of patience. You will be interacting with people from all over the world with varying levels of experience with Grafana and communication styles.
• Organized, driven and collaborative. You will need to help manage the entire lifecycle of an issue and follow up with the Grafana teams to ensure issues are resolved.
• Experience with time-series databases, popular observability tools, infrastructure, and open-source technologies
   

The Team

You would be joining the Grafana Community team but would also be working closely with our engineers on other Grafana teams. Our engineers are heavily involved in community work and answer issues on GitHub and review pull requests. The Community team also focuses on documentation and tutorials and other ways of supporting the large Grafana community.

Within Month One

• Learn how to use Grafana and research how to solve common user problems.
• Answer questions from the open source community and help them get started with Grafana.
• Shadow engineers on issue triage and learn how to interact with the open source community on GitHub
• Learn how to use Git
• Interact daily with the Grafana open source community and learn about open source conventions in areas like how to submit issues and pull requests
   

Within 3 Months

• Work with bug reporters to flesh out GitHub issues before passing on to second line support (Grafana engineers).
• Learn more about the Grafana ecosystem: how to write database queries for the main time series databases (like Prometheus and InfluxDB) and how to set up a monitoring stack with Grafana as the UI layer.
• Shadow engineers to learn how they fix reported bugs.
• Write technical documentation to plug gaps that users report.
• Investigate bug reports on GitHub and then diagnose the problem by replicating the reporting user’s setup.
   

Within 6 Months

• Triage issues and route urgent bug reports to the appropriate team.
• Make process improvement suggestions so that our open source community gets faster and better responses to their questions and issues
• Identify improvements we can make to Grafana and our documentation to reduce the number of questions we get on our community site