Technical Support Engineer

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.

As a Technical Support Engineer at Grafana Labs, you'll join our fast-growing Customer Experience team, supporting a wide range of customers across our Cloud, Enterprise, and Open Source offerings. This role gives you hands-on experience with our full observability stack — including Grafana dashboards, metrics, logs, and traces — and exposure to an array of open-source technologies. Note: Candidates must be located in Australia.

• Debugging customer issues by reproducing them in lab environments (AWS, Azure, GCP, Kubernetes, Docker, and various test data sources)

• Assisting customers in securing Grafana instances using SSO/SAML

• Investigating dashboard panel errors and discrepancies to determine root cause

• Reviewing configuration files (debug logs, JSON, YAML) and providing best practice recommendations

• Troubleshooting data source and plugin connectivity issues

• Opening GitHub issues and collaborating with engineering teams to resolve bugs and security vulnerabilities

• Identifying and solving performance issues related to PromQL, LogQL, alerting, and visualisations

• Managing support cases via phone, video, email, ticketing systems, and live chat

• Contributing to internal documentation and sharing knowledge with the wider team

• Collecting customer feedback and relaying it to Product, Sales, and Customer Success teams

• Assisting in onboarding new team members and customers

• 3+ years in a Technical Support Engineer or similar support role

• Strong troubleshooting and research capabilities

• Comfortable performing deep root-cause analysis

• Proficient in CRM, help desk, and remote support tools

• Track record of delivering client-focused solutions

• Foundational knowledge in one or more of the following areas:

  • Observability

  • Cloud systems administration

  • Containerisation

  • DevOps

  • Logs, metrics, and tracing

  • Kubernetes

  • General enterprise open source technology

• Experience with PromQL or LogQL

• Previous exposure to security concepts such as SAML/SSO

• Contributions to open-source projects

• Familiarity with the Grafana ecosystem

• Enthusiasm for learning and sharing knowledge with others

Compensation & Rewards:

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 throughout the interview process. All of our roles include Restricted Stock Units (RSUs), giving every team member ownership in Grafana Labs' success. We believe in shared outcomes—RSUs help us stay aligned and invested as we scale globally.

*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.

Why You'll Thrive at Grafana Labs:

• 100% Remote, Global Culture - As a remote-only company, we bring together talent from around the world, united by a culture of collaboration and shared purpose.
• Scaling Organization – Tackle meaningful work in a high-growth, ever-evolving environment.
• Transparent Communication – Expect open decision-making and regular company-wide updates.
• Innovation-Driven – Autonomy and support to ship great work and try new things.
• Open Source Roots – Built on community-driven values that shape how we work.
• Empowered Teams – High trust, low ego culture that values outcomes over optics.
• Career Growth Pathways – Defined opportunities to grow and develop your career.
• Approachable Leadership – Transparent execs who are involved, visible, and human.
• Passionate People – Join a team of smart, supportive folks who care deeply about what they do.
• In-Person onboarding - We want you to thrive from day 1 with your fellow new 'Grafanistas' to learn all about what we do and how we do it. 
• Balance is Key - We operate a global annual leave policy of 30 days per annum. 3 days of your annual leave entitlement are reserved for Grafana Shutdown Days to allow the team to really disconnect. *We will comply with local legislation where applicable.

Equal Opportunity Employer: 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.

Grafana Labs may utilize AI tools in its recruitment process to assist in matching information provided in CVs to job postings. The recruitment team will continue to review inbound CVs manually to identify alignment with current openings.

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