Technical Support Manager

Summary

Join Grafana Labs as a Manager, Technical Support and lead a US-based team in delivering high-quality support to customers. You will develop team skills, foster a culture of continuous learning, and collaborate with cross-functional teams. The ideal candidate possesses 2-6 years of experience managing technical support teams, strong leadership skills, and excellent communication and problem-solving abilities. You will be responsible for monitoring key support metrics, ensuring high performance and customer satisfaction. This role offers a competitive salary and benefits package, including equity and a bonus (if applicable). Grafana Labs is a growing technology company with a dynamic environment and a commitment to diversity and inclusion.

Requirements

• 2-6 years of experience managing a technical support team
• Experience working with a variety of customers, including technical users and business stakeholders
• Strong leadership skills with the ability to coach and mentor employees
• Excellent decision-making skills in a fast-paced environment
• Willingness to learn and develop expertise in our products to become a trusted advisor to customers
• Strong organizational and process-oriented mindset
• Excellent communication and problem-solving skills
• Experience tracking and managing support performance metrics
• Familiarity with support ticketing systems like Zendesk or similar tools

Responsibilities

• Manage a US-based technical support team while working closely with global counterparts to ensure efficiency and consistency in customer support
• Develop team skills, provide coaching, and create enablement plans for ongoing growth and development
• Partner with Sales and Operations to ensure support readiness and effectiveness
• Work closely with the Product team to provide customer insights that drive product improvements
• Hire, develop, and mentor support team members, fostering a culture of collaboration and customer-centric support
• Monitor and manage key support metrics to ensure high performance and customer satisfaction
• Promote a positive, innovative, and engaging team environment

Preferred Qualifications

Knowledge of Observability, DevOps, logs, metrics, tracing, Kubernetes, or enterprise open-source technology is a plus

Benefits

• Equity
• Bonus (if applicable)