Grafana Labs
Senior Manager, Technical Support (Remote, UK)
Are you looking for the next step in your career? Do you enjoy challenges, love to innovate, and thrive on mentoring and developing people? This is an exciting opportunity to join a growing technology company in a dynamic environment. We’re looking for an experienced and motivated UK-based Manager, Technical Support to join our team.
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.
In the UK, the base compensation range for this role is £70,000 - £85,000. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable) and other benefits listed here.
*Compensation ranges are country specific. If you are applying for this role from a different location than listed above, your recruiter will discuss your specific market’s defined pay range & benefits at the beginning of the process.
About Grafana Labs: There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise Stack, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo).
Benefits: For more information about the perks and benefits of working at Grafana, please check out our careers page.
Equal Opportunity Employer: At Grafana Labs we’re building a company where a diverse mix of talented people want to come, stay, and do their best work. We know that our company runs on the hard work and the dedication of our passionate and creative employees. If you're excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.
We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we’re working hard to make sure that’s the foundation of our organization as we grow.
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