Are you looking for the next step in your career? Enjoy a challenge? Love to innovate? This is an exciting opportunity to join a technology startup in a high-growth phase. We're looking for a highly motivated Support Specialist to join our team. Our Customer Experience team is tasked with ensuring the success of our customers from the first point of contact and developing trusted advisor relationships.

Our Support Specialists are responsible for working first-line triage and helping manage first responses and our overall workload distribution. You will be directly responsible for providing timely responses to customers and supporting all of Grafana Labs new and existing software. Think of this as the "Air Traffic Controller" for Grafana Labs support. We're looking for candidates with a good foundational technical support background who can hit the ground running and grow and learn our products and environment.

Responsibilities:

Responsible for the triage of all new customer issues, either taking ownership of the problem or allocating the work to a support engineer.
Deliver first responses to customer queries in a timely and accurate way.
Identify issue severity and escalate as necessary
Monitor engineer workload and queue triggers that help Grafana deliver world-class support.
Assist with building and provisioning contracted accounts
Responsible for the overall health of our support channels.

What You'll Bring to the Team:

As the first responder your personalized interactions will help build confidence with customers of all types, from small SMB's to Fortune 500 companies.
Your insight into support volume will help inform leadership of trending issues, workload challenges, or specific customer cases.
You will grow and develop your technical skills over time when working with our Engineers, and will have the opportunity to transition into a more technical role if desired.

Requirements:

Located in a CST timezone
A willingness to learn our products and become a trusted advisor to our customers.
Excellent listening, problem-solving, and communication skills
Strong time management skills
Customer service experience (Enterprise-level experience is a plus)
Technical troubleshooting experience and familiarity with troubleshooting basics
Knowledge of any of the following fields is a plus:

Observability
DevOps
Logs, Metrics, Tracing
Kubernetes (and general enterprise open source technology)

CRM Knowledge (Zendesk is a plus)
Willingness to step in front of and assist customers with difficult needs
You enjoy helping people solve problems
A determination to grow professionally and technically

In the United States, the Base compensation range for this role is $60,000 - $65,000. 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.

About Grafana Labs: There are more than 950,000 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 NASA 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 four other open source projects, Grafana Loki (for logs), Grafana Tempo (for traces), Grafana Mimir (for metrics), and Grafana OnCall (for on-call management).

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. 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, 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.

For information about how your personal data is used once you've applied to a job, check out our privacy policy.

Summary
Company name: Grafana Labs
Remote job title: Technical Support Specialist
Job tags: Troubleshooting, Communication Skills, Trusted Advisor