Technical Support Engineer | Australia

Back to jobs New Technical Support Engineer | Australia Australia (Remote) Apply   As a Technical Support Engineer, you'll be a member of the fast-growing Customer Experience team, and be responsible for providing specialised support for Grafana Labs customers.  You'll support the entire observability stack, from front-end Grafana panels to metrics, logs, and traces. In this role, you’ll also get hands-on experience with a multitude of unique open source projects providing extensive learning opportunities within our Cloud, Enterprise, and Open Source offerings.   << Candidates must be located in Australia >> 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.     About Grafana Labs: 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 ).   Benefits: For more information about the perks and benefits of working at Grafana, please check out our  careers page .   Equal Opportunity Employer: At Grafana Labs we’re building a company where a diverse mix of talented people want to come, stay, and do their best work. We know that our company runs on the hard work and the dedication of our passionate and creative employees. If you're excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.   We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we’re working hard to make sure that’s the foundation of our organization as we grow.   For information about how your personal data is used once you’ve applied to a job, check out our privacy policy .    Create a Job Alert Interested in building your career at Grafana Labs? Get future opportunities sent straight to your email. Create alert Apply for this job * indicates a required field Autofill with Greenhouse First Name * Last Name * Preferred First Name Email * Phone Resume/CV * Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf Cover Letter * Attach Attach Dropbox Google Drive Enter manually Enter manually Accepted file types: pdf, doc, docx, txt, rtf LinkedIn Profile * Share a link to your LI profile.  In addition to pre-existing experience with Grafana, nice to have is experience with Kubernetes, Docker/containers as well as cloud technologies (AWS, Azure, GCP). Thank you for telling us briefly about your experience with these technologies. * Our Support Engineering team works directly with our end-user customer base to triage and troubleshoot complex issues, in a high-pace, high-volume environment. Is there anything you'd like to briefly tell us about your relevant Support Engineering experience? * We have a commitment to be there for our customers during the weekends, as well as during the week. We facilitate this by asking everyone who joins our Support team to work a shift pattern of Tuesday > Sat or Sunday > Thursday in their early days. It is our intent to offer everyone the chance to go to perpetual Monday > Friday working in time as the team grows, hopefully within 1 year. Could you commit to this? * Select... What country and time zone are you based in? * Do you currently reside in and would you intend to work from Singapore or Australia? * Select... Are you currently eligible to work in your country of residence? * Select... Do you now or in the future require visa sponsorship to continue working in your country of residence? * Select... Current company (if applicable) Were you referred to this role by a Grafanista? If so, let us know their name! Diversity & Inclusion Survey At Grafana Labs, we strive to ensure we grow in a way that represents the world in which we live. To help us learn more about how we can increase diversity in our candidate pool, we invite you to voluntarily provide demographic information in a confidential survey. Providing this information is optional. It will not be used in the hiring process, and has no effect on your opportunity for employment. By voluntarily providing information and submitting your application, you explicitly consent to the collection of race, ethnicity, gender identity, and disability information and use of this information as described above .  What gender identity do you most closely identify with? * Select... Are you a person of transgender experience? * Select... Which race and ethnicity group or groups do you identify with? * Select... Do you have a visible or non-visible disability? * Select... Submit application