As a Technical Support Engineer, you will provide specialized customer support, troubleshoot issues across the observability stack, and manage customer cases while collaborating with internal teams.
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
- 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.
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.
Top Skills
AWS
Azure
Crm Software
Docker
GCP
Grafana
Help Desk Software
JSON
Kubernetes
Logql
Promql
Remote Support Tools
SAML
Sso
Yaml
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