Overview

Grafana Labs is the company behind Grafana, a popular open source tool for visualizing and analyzing metrics with its instantly recognizable dashboards. With both its open source technology and enterprise products, Grafana Labs allows organizations to understand their metrics no matter where they are stored, and create, explore, and share dashboards to foster a data-driven culture. Founded in 2014, Grafana Labs has grown rapidly ever since. We are believers in the power of global, distributed teams: Talent is not limited by borders, and great workplaces are made up of exceptional colleagues. We have aggressive growth plans and are an ambitious, hardworking, and friendly team.

This is a remote opportunity and we would be interested in applications from a North American timezone.

We are looking for a Technical Services Manager (TSM) to join our world class Customer Experience (CX) team.
TSMs at Grafana Labs Provide customers with specialized business and technical consultation, and guidance to achieve their objectives using Grafana.

What’s that actually mean? It means our customers:
Have a professional services partner at Grafana that understands their challenges and guides them to solutions through training, roadmapping, and specialized consulting.

Have a partner that is not quota/sales based, and can authentically have their best interest at heart.
Have a partner that can share relevant stories and best practices across customers, helping them better achieve their own goals, while delivering a white glove service engagement for offerings, features, and overall experience.

Our TSMs need to be hands-on-keyboard. You need to understand the ecosystem of services that our customers use, and work with the customer to ensure success with Grafana at the center. We’d expect you to understand why Kubernetes is popular, how it relates to Prometheus, the difference between logs and metrics, the difference between pets and cattle and more…

Our TSMs manage the life-cycle of our customer’s onboarding and adoption of Grafana offerings and features, with commitment to deliver world-class experiences and time to value. You will be responsible for delivering packaged training, quick-starts, session cataloging, project and roadmap assurance, as well as specialized consulting for high priority customers with complex technical requirements and resource constraints. This will include being an extra set of hands, hearts and brains for customers (virtually or on-site).

Our TSMs are responsible for managing the ongoing support to customers to ensure they’re continuing to get value from our commercial products and OSS projects. They will monitor support requests to identify any recurring issues, acting as the voice of the customer, and work with our product teams to recommend changes and improvements to our products. You will be successful in this role if you still love to be hands on the keyboard, can play in the command line, but also enjoy customer engagement, project management and technical delivery.
In addition to the required technical expertise, they’ll also require base project management skills to monitor the progress of the customer initiatives.
Requirements
You are a recovering Solutions Engineer, Developer or Support Engineer. You love technology, but you also love the ongoing relationships.
3+ years of technical experience, ideally with Open Source technologies, or in the Metrics/Monitoring space. You don’t necessarily need experience in having been a TSM before – there are many internal roles that would translate very well to a TSM at Grafana Labs.
Familiarity with monitoring and observability best practices. Time series data. Logging. Tracing.
Bonus points for knowledge of monitoring container based deployments with Kubernetes.
Deliver customize content and training for customers staff, in person, virtually, or at Grafanacon.
Provide implementation and project roadmapping for prioritized features and customer requests.
Strong penchant for professional services, resident engineering, or technical service delivery.
Join as an early member of a high growth team working together to solve hard technical and customer problems the right way
Document and share customer success stories and intervention stories.
Work with our Customers to deliver business and technical value from our products.
Deliver product and technical presentations to existing customers
Proactively communicate with customers and internal teams to provide a feedback loop on our products and the competitive landscape
Drive expansion revenue opportunities based on need and problems learnt during customer interactions
Work with the team to enhance customer documentation and create other private enablement material
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.

We will recruit, train, compensate and promote regardless of race, religion, colour, 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 organisation and we’re working hard to make sure that’s the foundation of our organisation as we grow.