Technical Support Engineer

Employment Type: Full-time Location Type: On-site (Australia)

Position Overview

As a Technical Support Engineer, you will be a vital member of the fast-growing Customer Experience team, responsible for providing specialized support to Grafana Labs customers. You will support the entire observability stack, from front-end Grafana panels to metrics, logs, and traces. This role offers hands-on experience with a multitude of unique open-source projects, providing extensive learning opportunities within our Cloud, Enterprise, and Open Source offerings.

Note: Candidates must be located in Australia.

Responsibilities

• Debugging customer issues by attempting to replicate them in lab environments (AWS, Azure, GCP, Kubernetes, Docker/containers, and dozens of test data sources).
• Utilizing SSO/SAML experience to assist customers in securing their Grafana instances.
• Evaluating errors or discrepancies within customer dashboard panels and determining the 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 to solve issues, address bug fixes, or report security vulnerabilities.
• Assessing performance issues with queries, visualisations, and alerting (PromQL, LogQL).
• Managing customer cases by providing timely and accurate information via phone, video meetings, email, ticketing, and chat.
• Contributing to the internal knowledge base and sharing information about technical issues within your team.
• Gathering and sharing customer feedback with Product, Sales, and Customer Success teams.
• Providing training to new and existing team members and assisting with the onboarding process for new customers.

Requirements

• 3+ years of experience in a Support Engineer role.
• Background knowledge in any of the following fields is desired: Observability, cloud systems administration, containerization, devops, logs, metrics, tracing, Kubernetes, and general enterprise open-source technology.
• Proficiency in the troubleshooting process and strong researching skills.
• Ability to perform root-cause analysis as familiarity with products/technologies grows.
• Solid experience with CRM software, help desk software, and remote support tools.
• Experience delivering client-focused solutions to meet customer needs.

Compensation & Benefits

• Base Compensation Range (Australia): AUD 110,000 to AUD 132,000. Actual compensation may vary based on level, experience, and skillset as assessed during the interview process.
• Benefits: Include equity, bonus (if applicable), and other benefits detailed on the careers page.

Compensation ranges are country-specific. If applying from a different location, your recruiter will discuss your specific market’s defined pay range & benefits.

About Grafana Labs

Grafana is an open-source visualization tool with over 20 million users globally, monitoring diverse applications from beehives to climate change. Its recognizable dashboards have been featured in contexts ranging from NASA launches to sporting events. Grafana Labs supports over 3,000 companies, including Bloomberg, JPMorgan Chase, and eBay, in managing their observability strategies with the Grafana LGTM Stack. This stack can be deployed as a fully managed Grafana Cloud service or self-managed via the Grafana Enterprise Stack, featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo).

For more information about the perks and benefits of working at Grafana, please visit our careers page.

Equal Opportunity Employer

Grafana Labs is committed to building a company where a diverse mix of talented people want to come, stay, and do their best work. We believe our company thrives on the hard work and dedication of our team.