Technical Support Engineer

Overview
Grafana Labs is a remote-first, open-source company with a global user base. Grafana is used to monitor diverse systems, from beehives to climate projects. Grafana Labs supports customers with the Grafana LGTM Stack, available as fully managed Grafana Cloud or self-managed Grafana Enterprise Stack, featuring Grafana Mimir, Loki, and Tempo.
We're scaling fast with a culture that emphasizes openness, collaboration, and meaningful work. Our team values transparency, autonomy, and trust. The role is within our Customer Experience team and focuses on hands-on experience with Grafana's full observability stack. Note: Candidates must be located in Australia.
The Opportunity
As a Technical Support Engineer at Grafana Labs, you'll join the fast-growing Customer Experience team, supporting a wide range of customers across our Cloud, Enterprise, and Open Source offerings. You'll gain hands-on experience with our full observability stack—including Grafana dashboards, metrics, logs, and traces—and exposure to various open-source technologies.
What You'll Be Doing
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
What Makes You a Great Fit
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
Bonus Points For
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\'s 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, with three days reserved for Grafana Shutdown Days to allow the team to disconnect.
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 characteristics that make us different and unique. We believe that equality and diversity builds a strong organization, and we're working to make that the foundation 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.
For information about how your personal data is used once you've applied to a job, check out our privacy policy.
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?
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