Grafana Labs
Grafana Labs is a company that specializes in open-source observability technologies and solutions. It offers a comprehensive suite of tools for logging, metrics, tracing, and profile management with products like Grafana, Loki, Tempo, and Mimir. Their offerings are designed to help businesses visualize, monitor, and alert on data from various sources, providing capabilities such as anomaly detection, root cause analysis, and service level objective management using AI/ML insights. Grafana Labs provides both cloud-based and self-managed solutions, ideal for infrastructure, application, and frontend observability. Additionally, their platform supports integration with various data sources like Prometheus and OpenTelemetry, making them a key player in the observability and infrastructure monitoring space.
Monitoring • Observability • Dashboards
Manager - Technical Support
February 14
🇬🇧 United Kingdom – Remote
💵 £70k - £85k / year
⏰ Full Time
🟢 Junior
🟡 Mid-level
📞 Support Engineer
🇬🇧 UK Skilled Worker Visa Sponsor
Grafana Labs
Grafana Labs is a company that specializes in open-source observability technologies and solutions. It offers a comprehensive suite of tools for logging, metrics, tracing, and profile management with products like Grafana, Loki, Tempo, and Mimir. Their offerings are designed to help businesses visualize, monitor, and alert on data from various sources, providing capabilities such as anomaly detection, root cause analysis, and service level objective management using AI/ML insights. Grafana Labs provides both cloud-based and self-managed solutions, ideal for infrastructure, application, and frontend observability. Additionally, their platform supports integration with various data sources like Prometheus and OpenTelemetry, making them a key player in the observability and infrastructure monitoring space.
Monitoring • Observability • Dashboards
📋 Description
• Manage a UK-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.
🎯 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. • Knowledge of Observability, DevOps, logs, metrics, tracing, Kubernetes, or enterprise open-source technology is a plus.
🏖️ Benefits
• equity • bonus (if applicable) and other benefits
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