Technical Support Specialist

Summary

Join Grafana Labs, a high-growth technology startup, as a Support Specialist and become the "Air Traffic Controller" for our support team. You will be responsible for triaging customer issues, providing timely responses, identifying issue severity, and monitoring engineer workload. This role requires excellent communication and problem-solving skills, technical troubleshooting experience, and a willingness to learn our products. You'll build trusted advisor relationships with customers and have opportunities for professional growth and development. The position offers a competitive salary and benefits, including equity and a bonus (if applicable).

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
• 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

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

Preferred Qualifications

• 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)

Benefits

• Equity
• Bonus (if applicable)