Remote Jobs

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Support Engineer (Remote, Australia)

Grafana Labs

Location
Australia
Posted
Salary Range
110k - 132k aud

Support Engineer for Grafana Labs in Australia - Troubleshoot observability stack issues, collaborate with developers, and contribute to internal knowledge base.

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Training Manager - Customer Support

SQUIRE

Location
United States of America
Posted

Training Manager, Customer Support at SQUIRE: Develops and delivers comprehensive onboarding programs, creates engaging training content, and analyzes performance data to improve customer support team's effectiveness.

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Customer Support Specialist (LATAM)

Lodgify

Location
Brazil
Posted

Customer Support Specialist at Lodgify: Troubleshoot complex issues, collaborate with development team, and provide expert guidance to customers using Lodgify's software.

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CX Support Agent (Families)

ClassDojo

Location
Honduras
Posted

ClassDojo CX Support Agent (Families) - Manage complex customer issues, provide empathetic resolutions, and collaborate with a distributed team.

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Technical Account Manager (Remote)

Mattermost

Location
United States of America
Posted
Salary Range
113k - 150k USD

Technical Account Manager (Remote) at Mattermost: Deliver onboarding journey process, provide technical expertise to customers, and lead change across multiple IT levels.

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Operations Analyst (Remote - Work from Anywhere)

Xapo Bank

Location
Gibraltar
Posted

Join Xapo Bank's 100% remote team as a Junior Operations Analyst and contribute to the company's success with your analytical and problem-solving skills.

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Infrastructure Security Engineer (DevSecOps)

Binance

Location
Brunei Darussalam
Posted

Infrastructure Security Engineer (DevSecOps) at Binance: Implement new security measures, generate primitives for secure infrastructure, and utilize log ingestion platforms for security analytics.

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British Virgin Islands
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Senior Security Engineer

Scribd

Location
Canada
Posted

Senior Security Engineer at Scribd: Configure and integrate security tooling, analyze security findings, and perform incident response.

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Technical Support Analyst - Portugese Native

InvGate

Location
Argentina
Posted

Analista de Suporte Técnico Bilíngue em InvGate, trabalhando com clientes no Brasil e colaborando com equipes de desenvolvimento e sucesso do cliente.

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Staff Product Security Engineer

Lattice

Location
United States of America
Posted

Remote Staff Product Security Engineer role at Lattice, requiring secure coding practices, vulnerability detection, and collaboration with product teams.

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Technical Customer Support II

Broadvoice

Location
Colombia
Posted

Technical Support Representative 2 at Broadvoice in Colombia (Remote) - Provide technical support via phone, chat, and email to business customers.

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AFC Analyst (Remote – Work from Anywhere)

Xapo Bank

Location
Anywhere in the world
Posted

Join Xapo as an Anti-Financial Crime Analyst to prevent financial crime by reviewing transactions, conducting due diligence, and ensuring compliance with AML regulations. Work remotely with a global team while enjoying flexible benefits and career growth opportunities.

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Customer Support Agent - Multichannel

Ueni Ltd

Location
Argentina
Posted

Provide top-notch customer support to small businesses using UENI's tools, ensuring their success through effective communication and problem-solving. Collaborate with a remote team to improve services and achieve business goals.

Grafana Labs logo

Support Engineer (Remote, Australia)

Grafana Labs

Job Location

Australia

Salary Range

110k - 132k aud / YEAR

Job Summary

Grafana Labs is seeking a Support Engineer to join their Customer Experience team in Australia. The role involves providing specialized support for Grafana Labs customers, troubleshooting issues with the observability stack, and collaborating with software developers to solve problems. As a Support Engineer, you will work with a talented team, gain hands-on experience with unique open-source projects, and contribute to internal knowledge base and customer feedback. You must have 3+ years of experience in a Support Engineer role, proficiency in troubleshooting processes, and strong researching skills. The compensation range is AUD 110,000 to AUD 132,000 per year, with benefits including equity, bonus, and other perks.

Candidates must be located in Australia.
 
As a Support Engineer, you'll be a member of the fast-growing Customer Experience team, and be responsible for providing specialized 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.

Responsibilities:

  • Debugging customer issues by attempting to replicate in lab environments (AWS, Azure, GCP, Kubernetes, Docker/containers, and dozens of test data sources) 
  • Utilizing 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, visualizations, 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

Requirements:

  • 3+ Years of experience in a Support Engineer role 
  • A background knowledge of any of the following fields is desired: Observability, cloud systems administration, containerization, 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 India, 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.
 
Equal Opportunity Employer: At Grafana Labs we’re building a company where a diverse mix of talented people want to come, stay, and do their best work. We know that our company runs on the hard work and the dedication of our passionate and creative employees. If you're excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.
 
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.
 
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