Technical Support Specialist (Remote, EMEA)

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 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 two other open-source projects, Grafana Loki (for logs) and Grafana Tempo (for traces)

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:

• 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