Applyπ USA
πΈ 125000.0 - 150000.0 USD per year
π Technology
π’ Company: Grafana Labsπ₯ 501-1000π° $240,000,000 Series D almost 3 years agoSoftware Development
- 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.
- Manage a US-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.
LeadershipKubernetesProblem SolvingCustomer serviceDevOpsCoachingTechnical support
Posted about 2 hours ago
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