Technical Support Engineer

The 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.

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' success. We believe in shared outcomes—RSUs help us stay aligned and invested as we scale globally.