L1 Technical Support Specialist
GR8 Tech
Grafana
Technical Support L2
Growe
full-time
Posted on:
Location Type: Remote
Location: Remote • 🌎 Anywhere in the World
Visit company websiteJob Level
Junior
Tech Stack
AWSCloudEC2GrafanaMicroservicesPrometheus
About the role
- Respond to production incidents within defined SLAs and provide rapid problem identification and initial resolution;
- Use monitoring instruments (Grafana, VictoriaMetrics/Prometheus) to identify and diagnose issues in microservices architecture;
- Use logging tools (OpenSearch/Kibana) for comprehensive log analysis and root cause investigation;
- Monitor and respond to alerts from PagerDuty or Grafana On-call, ensuring proper escalation and communication;
- Escalate complex issues to appropriate specialized teams (DevOps, SystemRE, PlatformRE) with clear context and documentation;
- Create, maintain, and update runbooks, troubleshooting guides, and incident documentation;
- Provide clear, timely communication during incidents to stakeholders, development teams, and management;
- Contribute to continuous improvement of incident response processes and tool utilization;
- Participate in on-call rotations, ensuring timely response to critical incidents and proper handoff procedures;
- Provide operational support and guidance to development teams regarding system reliability and performance.
Requirements
- 1-3 years in L2 support, Site Reliability Engineering or technical support, or related role with incident response experience;
- Hands-on experience with Grafana dashboards, VictoriaMetrics, Prometheus, and metrics exporters for system health monitoring and performance analysis;
- Proficiency with OpenSearch (Kibana web interface), log aggregation, search queries, and log analysis for troubleshooting and root cause investigation;
- Experience with PagerDuty, Grafana On-call, or similar alerting systems for incident response, escalation procedures, and on-call operations;
- Strong analytical skills for identifying issues using provided monitoring tools, dashboards, and alerting systems;
- Clear written and verbal communication skills for incident reporting, stakeholder updates, and creating/updating runbooks and troubleshooting guides;
- Understanding of cloud concepts and familiarity with AWS services (EC2, EKS, RDS, S3) for context in incident response and escalation;
- Systematic approach to problem-solving, ability to follow runbooks, and experience with incident response procedures;
- Ability to quickly learn and effectively use monitoring, logging, and alerting tools provided by DevOps/SystemRE/PlatformRE teams.
Benefits
- Respond to production incidents within defined SLAs and provide rapid problem identification and initial resolution;
- Use monitoring instruments (Grafana, VictoriaMetrics/Prometheus) to identify and diagnose issues in microservices architecture;
- Use logging tools (OpenSearch/Kibana) for comprehensive log analysis and root cause investigation;
- Monitor and respond to alerts from PagerDuty or Grafana On-call, ensuring proper escalation and communication;
- Escalate complex issues to appropriate specialized teams (DevOps, SystemRE, PlatformRE) with clear context and documentation;
- Create, maintain, and update runbooks, troubleshooting guides, and incident documentation;
- Provide clear, timely communication during incidents to stakeholders, development teams, and management;
- Contribute to continuous improvement of incident response processes and tool utilization;
- Participate in on-call rotations, ensuring timely response to critical incidents and proper handoff procedures;
- Provide operational support and guidance to development teams regarding system reliability and performance.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
L2 supportSite Reliability Engineeringincident responsemonitoring toolslog analysistroubleshootingproblem-solvingcloud conceptsAWSmetrics analysis
Soft skills
analytical skillsclear communicationwritten communicationverbal communicationstakeholder updatesdocumentationcontinuous improvementtimely responseteam collaborationsystem reliability guidance