Are you looking for the next step in your career? Enjoy a challenge? Love to innovate? Love to mentor and develop people? This is an exciting opportunity to join a technology startup in a high-growth phase. We're looking for an experienced, versatile, and highly motivated Australia-based (Senior) Manager, Technical Support to join our team.

As a Manager of Technical Support, you and your team are responsible for delivering world-class support to our customers which is a key differentiator in how our customers view and value Grafana Labs. This leadership position will have experience building and scaling technical support organizations to service a growing customer base. The ideal candidate has 4+ years managing front-line technical support teams that also deliver a high level of customer service (ideally one that services highly technical customers).

You must have a love for managing and developing people. We want to hire well so we can foster talent for growth at Grafana. You will have a passion for putting the customer first and love building strong relationships connecting with customers and internal stakeholders. You will champion the customer support team as well as liaise with cross-functional teams including Sales, Customer Success, Professional Services, and Product Development to ensure the balance between what's best for the Customer and Grafana.

What you'll be doing:

Manage an APAC-wide technical support team while working closely with your Global counterparts to drive scale and efficiency while delivering world-class customer service and fostering company culture.
Create and champion team development, necessary skills and create enablement plans for ongoing growth.
Partner with Sales and Operations to ensure support readiness as well as support enablement.
Build trusted relationships with the Product team to articulate patterns and insights for investment that will help the company "win enterprise."
Hire, develop and mentor support team members, building a culture of excellence and exceptional customer experiences.
Build and manage support KPI's
Create an innovative, collaborative and fun working environment for the distributed team.

What you'll bring to the team:

4-10 years of experience growing and managing a technical support team.
Experience working with all customer types as well as technical and executive leadership.
Ability to grow, coach, and mentor employees.
Excellent decision-making skills in a fast-paced, high-volume environment.
Willingness to learn and aptitude to master our products and become a trusted advisor to our customers.
Process and detail-oriented.
Demonstrable ability to communicate, present and influence key stakeholders.
Experience defining and managing to support KPI's
Background knowledge of any of the following fields would be beneficial: Observability, devops, logs, metrics, tracing, Kubernetes and general enterprise open source technology.
Solid experience with Zendesk (or similar support ticketing tools)
Excellent listening, problem solving and communication skills.

About Grafana Labs: There are more than 900,000 active installations of Grafana around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a SpaceX launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps companies including Bloomberg, JPMorgan Chase, and eBay manage their observability strategies with full-stack offerings that can be run fully managed with Grafana Cloud, or self-managed with Grafana Enterprise Stack. The Grafana stack has grown to include three other open-source projects, Grafana Loki (for logs), Grafana Mimir (for metrics), and Grafana Tempo (for traces).

Benefits: For more information about the perks and benefits of working at Grafana, please check out our careers page.

A note about covid-19: All Grafanistas who wish to attend in-person events or travel for Grafana Labs must be fully-vaccinated.

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.

We will recruit, train, compensate and promote regardless of race, religion, colour, 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 organisation and we're working hard to make sure that's the foundation of our organisation as we grow.

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Summary
Company name: Grafana Labs
Remote job title: Manager, Technical Support
Job tags: Executive Management, Kubernetes, Open Source Software