📋 We’re Hiring: Digital Support Technician

**📍 Location:** Australia (Remote)

**🕒 Employment Type:** Full-Time

**💼 Level:** Junior / Mid-level

We are looking for a tech-savvy and customer-focused **Digital Support Technician** to provide technical assistance and support for digital systems and platforms. This role is ideal for someone who enjoys troubleshooting, solving problems, and helping users navigate technology effectively.

🎯 Key Responsibilities

*   Provide technical support for digital tools, systems, and platforms
*   Troubleshoot hardware, software, and connectivity issues
*   Respond to support tickets, emails, and user inquiries in a timely manner
*   Assist with system setup, configuration, and user onboarding
*   Maintain documentation of issues, solutions, and system updates
*   Collaborate with IT and operations teams to resolve complex issues
*   Monitor system performance and report recurring problems

✅ Requirements

*   1–3 years of experience in IT support, help desk, or technical support roles
*   Strong troubleshooting and problem-solving skills
*   Good communication and customer service abilities
*   Familiarity with operating systems, software applications, and basic networking
*   Proficiency in Microsoft Office, Google Workspace, and support tools
*   Ability to manage multiple support requests efficiently
*   Based in Australia with full working rights

🌟 Nice to Have

*   Experience with ticketing systems (e.g., Zendesk, ServiceNow)
*   Basic knowledge of cybersecurity best practices
*   Experience supporting SaaS platforms or cloud-based tools
*   IT certifications (e.g., CompTIA A+, ITIL)

🌟 What We Offer

*   Flexible remote, hybrid, or on-site work across Australia
*   Supportive and collaborative team environment
*   Opportunities for career growth in IT and technical support
*   Competitive salary and benefits package

Digital Support Technician

**Help Desk OfficerAustralia-wideOngoing Full TimeDescription** Convo Australia’s mission is to connect humans through innovative and technical communication solutions shaped by cultural experiences. We are a Deaf-owned, Deaf-operated company, and we are seeking a like-minded and passionate individual to join our team as a Help Desk Officer to support a new and growing company that aims to deliver the best video interpreting services in Australia! Convo Australia is an equal opportunity employer and we welcome **everyone** to our team. If you need accommodations during the application or interview process, please let us know. In your application, please feel free to note which pronouns you use. At Convo Australia, we redefine what it means to give back. We are all about elevating our community to new heights, and this is not possible without people who share the same passion for our culture and identity. If you feel we’re the place for you, then join us and help us make a difference! **Position Summary** The Help Desk Officer serves as the frontline technical support representative, ensuring that Convo Australia customers receive prompt, clear, and effective assistance with their technology-related inquiries. This role focuses on diagnosing and resolving technical issues, guiding users through troubleshooting processes, and maintaining a high standard of customer satisfaction through responsive and knowledgeable support. The Help Desk Officer provides support using a range of communication methods, including Auslan video calls, email, and written chat, to assist customers with accessing the platform, resolving technical issues through collaboration with internal teams, and navigating our services. The ideal candidate will be technically adept, detail-oriented, and comfortable working independently in a fully remote environment. This role reports to the Customer Success Team Lead and is based remotely anywhere in Australia, with reliable internet connectivity. Occasional travel may be required for major community events or internal collaboration activities. **Key ResponsibilitiesCustomer Support:**

*   Respond to customer inquiries via text, email, video calls, and video messages, ensuring a high-quality customer experience.
*   Troubleshoot problems with login, connectivity, hardware/software usage.
*   Escalate unresolved issues to appropriate internal teams.

**Documentation & Systems**

*   Maintain and improve support documentation, FAQs, and ticket logs.
*   Track and manage requests through the CRM/help desk ticketing system.

**Process Optimisation**

*   Assist in the development of customer support resources, FAQs, and training materials.
*   Identify trends in issues to recommend process or product improvements.

**Administrative Duties**

*   Maintain up-to-date customer service documentation and internal knowledge bases.

**Key Performance Indicators (KPIs)**

*   Average response and resolution time.
*   Volume of resolved tickets.
*   Escalation rate.
*   Documentation accuracy.

**Essential Skills And Knowledge**

*   Previous experience in help desk or technical support roles.
*   Proficiency in using CRM/helpdesk software.
*   Strong technical problem-solving skills.
*   High fluency in Auslan and English.
*   Patience, clarity, and confidence in customer communication.
*   Self-motivated and capable of working independently in a remote team environment.

**Advantageous Additional Skills And Knowledge**

*   Strong Deaf community and Deaf Ecosystem networks.
*   Proficiency in HubSpot and Jira.

**Other Duties** Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. **Salary Range** Between $55k - $65k (plus superannuation and work-from-home allowance), depending on experience. **Apply by 9am AEDT Monday, 2 March 2026.**

Help Desk Officer - Remote

**Database Specialist**

*   Full-time, remote position available anywhere in Australia (Eastern seaboard preferred).
*   Maintain and optimise existing CRM to elevate fundraising outcomes and meet strategic targets.
*   Workplace flexibility, NFP salary packaging, and a meaningful work opportunity leveraging your passion for process and data.

**About Our Client** Amnesty International Australia is one of Australia’s largest not-for-profit organisations. We are an independent, global movement that campaigns courageously for human rights for everyone. We’re ordinary people from all walks of life, standing together for justice, freedom, human dignity and equality. We use our passion and commitment to bring torturers to justice, change oppressive laws and free people imprisoned just for voicing their opinion. We’re independent of any government, political ideology, economic interest or religion to ensure we can speak out on human rights abuses wherever they occur. Every day we move closer to a world where human rights are enjoyed by all. **About The Role** You will report to the Data and Technology Manager, and work as part of a small team to drive best practise in daily CRM operations. While day-to-day CRM administration will be a part of this role, you’ll be expected to maintain a process improvement mindset with an eye to streamlining and implementing efficiencies where possible. **CRM Administration and Configuration**

*   Configure and maintain CRM systems to meet business requirements, including user roles, permissions and security settings
*   Manage data processing tasks, including imports, exports and integrations with external platforms
*   Provide help desk support for end users including queries, segments, troubleshooting and system requests
*   Maintain vendor relationships with Blackbaud and payment processors, managing escalations and system issues

**Process Improvement**

*   Identify inefficient or unnecessarily manual processes and implement practical improvements
*   Document processes clearly, ensuring knowledge is transferable rather than held by individuals
*   Work with business stakeholders to understand requirements and translate them into sustainable solutions
*   Support automation initiatives that reduce manual handling and improve data quality

**Data Governance**

*   Maintain data quality standards and support master data management practices
*   Support privacy and security compliance requirements
*   Assist Finance with relevant data processes including payment authorisations and transaction processing

**Team Development**

*   Provide training to team members and stakeholders on CRM functionality and data processes

**Essential Requirements** You will be passionate about systems and driving process improvement to leverage performance; and you’ll be able to share your knowledge to build capacity and data literacy across internal teams and divisions.

*   Robust experience in managing large-scale CRM administration and operations in a fundraising environment or similar (experience with Blackbaud highly desired) and proven experience driving process improvement.
*   Experience working with data imports, exports and system integrations, and intermediate-advanced Excel proficiency.
*   Strong knowledge of best practise data governance principles.
*   Exceptional written and verbal communication skills, able to translate and effectively facilitate communications and training between technical and non-technical stakeholders.

**How To Apply** To be considered for this position, **please apply now with your resume directly through the advertisement**. If you have any further questions, please contact Diana Linde at diana@beaumontpeople.com.au. Applications will be assessed as they are received. _At Beaumont People we believe a diverse workplace is a happy workplace, and we love working with organisations that feel the same way. We encourage applications from people of all different backgrounds, including Aboriginal and Torres Strait Islander peoples, people from CALD backgrounds and people with disabilities._ _We do not discriminate on the basis of race, religion, sexual orientation, gender identity, national origin, age, disability, marital or parental status. Should you require a reasonable accommodation to be made for your application to be assessed we would be more than happy to discuss how that can be arranged._

CRM Specialist

Grafana Labs is a remote-first, open-source powerhouse. 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). We’re scaling fast and staying true to what makes us different: an open-source legacy, a global collaborative culture, and a passion for meaningful work. Our team thrives in an innovation-driven environment where transparency, autonomy, and trust fuel everything we do. You may not meet every requirement, and that’s okay. If this role excites you, we’d love you to raise your hand for what could be a truly career-defining opportunity. **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 FitBonus Points For**

*   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
*   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.

*   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. 3 days of your annual leave entitlement are reserved for Grafana Shutdown Days to allow the team to really disconnect. \*We will comply with local legislation where applicable.

**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 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. _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._

Technical Support Engineer | Australia | Remote

Grafana Labs is a remote-first, open-source powerhouse. 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). We’re scaling fast and staying true to what makes us different: an open-source legacy, a global collaborative culture, and a passion for meaningful work. Our team thrives in an innovation-driven environment where transparency, autonomy, and trust fuel everything we do. You may not meet every requirement, and that’s okay. If this role excites you, we’d love you to raise your hand for what could be a truly career-defining opportunity. 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

**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, 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.
*   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**

*   Scaling Organization – Tackle meaningful work in a high-growth, ever-evolving environment.
*   Remote-First, Global Culture – Work from anywhere with collaboration at the heart of everything we do.
*   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. 3 days of your annual leave entitlement are reserved for Grafana Shutdown Days to allow the team to really disconnect. \*We will comply with local legislation where applicable.

**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 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. _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._

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