Customer Success

This is a remote role ONLY for candidates in the timezones of the European Union or United Kingdom

Are you looking for the next step in your career? Enjoy a challenge? Love to innovate? This is an exciting opportunity to join a leading observability company in a high-growth phase. We’re looking for an experienced, versatile, and highly motivated Support Engineer to join the team.

As a Support Engineer, you'll be a member of the fast-growing Customer Experience team, and be responsible for providing specialized support for Grafana Labs customers.  You'll support the entire observability stack, from front-end Grafana panels to metrics, logs, and traces. In this role, you’ll also get hands-on experience with a multitude of unique open source projects providing extensive learning opportunities within our Cloud, Enterprise, and Open Source offerings.  This position will be focused on our EMEA Customer coverage.

What you'll be doing:

• Debugging customer issues by attempting to replicate in lab environments (AWS, Azure, GCP, Kubernetes, Docker/containers, and dozens of test data sources)
• Utilizing SSO/SAML experience to help customers in securing their Grafana instances
• Evaluating errors or discrepancies within customer dashboard panels and determining root cause
• Reviewing configuration files and recommending best practices (Debug logs, JSON, YAML)
• Troubleshooting connectivity to various data sources and plugins
• Opening Github issues and partnering with software developers in order to solve issues, address bug fixes, or report security vulnerabilities
• Assessing performance issues with queries, visualizations, and alerting (PromQL, LogQL)
• Manage customer cases by providing timely and accurate information via phone, video meetings, email, ticketing, and chat
• Contribute to internal knowledge base and share information about technical issues within your team
• Inform customers about new features and functionality
• Gather and share customer feedback with Product, Sales, and Customer Success teams
• Provide training to new and existing team members and help with the onboarding process for new customers

What you'll bring to the team:

• A background knowledge of any of the following fields is desired:Observability, cloud systems administration, containerization, devops, logs, metrics, tracing, kubernetes and general enterprise open source technology
• A willingness to learn and aptitude to master our products and become a trusted advisor to our customers
• You will be comfortable engaging with a range of customers from small businesses to Fortune 500 clients and you will love putting the customer first in all of your actions
• You must be proficient in the troubleshooting process and have strong researching skills
• You will be required to work with multiple Engineering teams but should be able to do more than just triage and escalate.
• We’re looking for people who can go all the way to root-cause analysis as they become more familiar with the products/technologiesSolid experience with CRM software, help desk software and remote support tools
• Experience delivering client-focussed solutions to customer needs
• Excellent listening, problem solving and communication skills
• You are patient, friendly and practice empathy in all of your interactions to deliver first class customer service
• Fluency in English with any other European language (especially German) would be ideal

About Grafana Labs

‍There are more than 950,000 active installations of Grafana 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 companies including Bloomberg, JPMorgan Chase, and eBay manage their observability strategies with full-stack offerings that can be run fully managed with Grafana Cloud, or self-managed with Grafana Enterprise Stack. The Grafana stack has grown to include four other open source projects, Grafana Loki (for logs), Grafana Tempo (for traces), Grafana Mimir (for metrics), and Grafana OnCall (for on-call management).

Benefits: For more information about the perks and benefits of working at Grafana, please check out our careers page.

A note about covid-19: All Grafanistas who wish to attend in-person events or travel for Grafana Labs must be fully-vaccinated.

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, 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.

For information about how your personal data is used once you’ve applied to a job, check out our privacy policy.

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What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

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Your mission: Foster exceptional customer experiences across our range of products.We're building a people-obsessed company. With users numbering in the millions, providing stellar customer support isn’t always an easy task. To take us to the next level, we’re looking for the right person: someone who’s ready to be on the front line, providing world-class, concierge-level customer support to our users.

A few examples of your responsibilities

• Obsess over the satisfaction of our users by responding to requests in the most helpful and empathetic manner possible. This is normally done in writing, and typically in English.
• Champion a user-centric approach when it comes to product.
• Identify frequent issues and opportunities, and share feedback with the relevant teams so that we can keep improving our products.
• Represent Bending Spoons in addressing users’ product reviews, collecting insights into which of our features are the most (and the least!) appreciated.
• Prepare FAQs, and improve our customer care notes and document support.

What we look for

• Passion. You love what you do, and your enthusiasm never wavers with the specifics of a given task or team. Whether you’re on a plane, train, or sofa, odds are that you’ll be found with your nose in a book or article on the subject.
• Communication skills. You can pose questions with clarity and explain your reasoning concisely.
• Diligence. You’re conscientious and can be depended on to carry out your duties with rigor. You’re energetic and persevere until the job is done, and done impeccably.
• Humility. You’re down to earth, eager to listen to feedback and constructive criticism, and ready to support your team with whatever it needs to succeed.
• Accuracy and precision. Your attention to detail is spot-on, and you’re painstakingly accurate.
• Organization and structure. You’re meticulously organized and superbly structured, so you can handle multiple tasks and responsibilities with poise and precision.
• A collaborative nature. You can understand others and work well with them, balancing patience and assertiveness.
• Common sense. Your judgment and intuition are sound and well grounded in reality.
• Proficiency in English. You read, write, and speak proficiently in English.

What we offer

• Make a difference. Be the owner of your effort—from day one, you’re one of the team and fully trusted to take responsibility for your tasks. You’ll have every incentive to make a major impact.
• International reach. We’re a global company, and your work will have worldwide exposure.
• Flexibility and trust. From day one, you’ll be one of the team and fully trusted. No micromanagement or clipping your wings—just the freedom and responsibility to do great work.
• Remote working. Spend as much or as little time in our Milan office as you choose. Many Spooners like to change up their environment and get out of the city whenever the mood strikes. You’ve always got the freedom to decide where today’s office is.
• Flexible schedule. Our regular hours are 9-6 GMT+1, but this isn’t a “clock in, clock out” company. You’re fully trusted to create the right conditions for your own personal peak productivity. We only ask that you’re available to your teammates a good chunk of the day (six hours or so). That’s why it’s generally best to be based somewhere with a similar time zone—between GMT-2 and GMT+3.
• Lots. Of. Fun. Our incredible People Operations team organizes awesome events, such as team games, drinks, yoga classes, parties, and regular company-wide retreats. Recent destinations include Bali, Mauritius, and Tanzania.
• Talented, knowledgeable colleagues. Learn from (and teach) some of the brightest and most skilled people you’ll ever meet. Your talent is going to blossom here.
• The finest tools. You get the best hardware on the market and all the software you could need. We can't wait to introduce you to our high-tech approach and our cutting-edge workflows.
• Continuous education. Spooners get unlimited backing for learning investments, including Italian or English lessons and things like courses, conferences, and books. There’s no permission or approval process—you’re fully trusted to use the company’s resources efficiently.
• Competitive salary and stock options. Our compensation package is highly competitive, and can grow rapidly and include stock options, depending on your performance and seniority.

The selection process

If you successfully pass through our screening process, we’ll invite you to take on a few tests that assess how you approach and solve unfamiliar problems. If you’re successful there, we’ll invite you to take part in some interviews. We welcome applications in English and Italian.Bending Spoons is an equal opportunity and affirmative action employer. We consider for employment all applicants and we provide reasonable accommodations for candidates with disabilities, which can be requested at accommodations-ext@bendingspoons.com.Studies suggest that women tend not to apply for a job if their CV isn’t a perfect fit. Here, we look for talent and potential—not just experience and expertise. So if you like the role and think you could be awesome at it, go ahead and apply.

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What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.