Technical Support Engineer

About the Role

Join our fast-growing Customer Experience team as a Technical Support Engineer, where you'll be instrumental in supporting a diverse range of customers across Grafana Labs' Cloud, Enterprise, and Open Source offerings. This role provides an exciting opportunity for hands-on experience with our full observability stack, including Grafana dashboards, metrics, logs, and traces, alongside exposure to various open-source technologies.

Responsibilities

• Debug and resolve complex technical issues for customers utilizing Grafana Cloud, Enterprise, and Open Source solutions.
• Provide expert guidance and troubleshooting for Grafana's observability stack, including Grafana, Mimir, Loki, and Tempo.
• Collaborate closely with engineering and product teams to escalate and resolve product bugs or feature requests.
• Contribute to our knowledge base by creating and maintaining documentation, FAQs, and troubleshooting guides.
• Educate and empower customers on best practices for deploying, configuring, and optimizing their Grafana environments.

Requirements

• Must be located and authorized to work in Australia.
• Proven experience in a technical support or similar customer-facing role, preferably with SaaS or open-source products.
• Strong understanding of Linux operating systems and command-line tools.
• Familiarity with monitoring, logging, and tracing concepts and tools (observability).
• Excellent problem-solving, analytical, and debugging skills.
• Exceptional written and verbal communication skills, with the ability to explain complex technical concepts clearly.
• Ability to work effectively in a remote-first, collaborative environment.

Nice-to-Haves

• Direct experience with Grafana, Prometheus, Loki, Mimir, or Tempo.
• Familiarity with cloud platforms such as AWS, GCP, or Azure.
• Proficiency in scripting languages (e.g., Python, Bash) for automation and troubleshooting.
• Experience with containerization technologies (Docker, Kubernetes).

Location & Work Arrangement

• This is a fully remote position for candidates located anywhere in Australia.