Description

Job Title: Manager of Technical Support

As a Manager of Technical Support, you and your team will be responsible for delivering high-quality support to our customers, ensuring they have the best possible experience with Grafana Labs. The ideal candidate has experience leading front-line technical support teams, with a strong focus on customer service and technical problem-solving.

You should have a passion for managing and developing people, fostering a culture of continuous learning and growth. Building strong relationships with customers and internal teams is key to success in this role. You will collaborate with cross-functional teams including Sales, Customer Success, Professional Services, and Product Development to ensure customer needs are met while aligning with business goals.

What you’ll be doing:

• 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.

What you’ll bring to the team:

• 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.

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