Technical Support Engineer | Australia

Grafana Labs is a remote-first, open-source powerhouse. There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise Stack, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo).

We’re scaling fast and staying true to what makes us different: an open-source legacy, a global collaborative culture, and a passion for meaningful work. Our team thrives in an innovation-driven environment where transparency, autonomy, and trust fuel everything we do.

You may not meet every requirement, and that’s okay. If this role excites you, we’d love you to raise your hand for what could be a truly career-defining opportunity.

_{Responsibilities:}

• _{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}
• _{Reviewing configuration files and recommending best practices (Debug logs, JSON, YAML)}
• _{Troubleshooting connectivity to various data sources and plugins}
• _{Opening Github issues and partnering with software developers in order to solve issues, address bug fixes, or report security vulnerabilities}
• _{Assessing performance issues with queries, visualisations, and alerting (PromQL, LogQL)}
• _{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}

_{Requirements:}

• _{3+ Years of experience in a Support Engineer role} 
• _{A background knowledge of any of the following fields is desired: Observability, cloud systems administration, containerisation, devops, logs, metrics, tracing, kubernetes and general enterprise open source technology}
• _{You must be proficient in the troubleshooting process and have strong researching skills}
• _{We’re looking for people who can go all the way to root-cause analysis as they become more familiar with the products/technologies}
• _{Solid experience with CRM software, help desk software and remote support tools}
• _{Experience delivering client-focussed solutions to customer needs}

_{In Australia, the Base compensation range for this role is AUD 110,000 to AUD 132,000.  Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable) and other benefits listed here.}

_{*Compensation ranges are country specific. If you are applying for this role from a different location than listed above, your recruiter will discuss your specific market’s defined pay range & benefits at the beginning of the process.}