Customer Success Engineer: Grafana Cloud (Remote, United States) at Grafana Labs

United States (Remote)

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Do you enjoy being part of a growing team and helping customers solve their observability challenges? If so, join our growing Customer Success team for Grafana Cloud’s self-service offerings!

The role

As part of the cross-functional Self Serve team focused on Grafana Cloud’s pay-as-you-go Self-Serve offering, you will help guide both new and existing users to successfully optimize and adapt Grafana Cloud to their observability and pricing needs.

What this looks like in practice: assisting users with both practical and technical solutions like: “Can I use Grafana Cloud to observe X (with Y)?” This includes helping them get to the resources they need to configure their users and account, understand our pricing model, connect their data, create dashboards + alerts, and overall share best practices for their use case.

Reporting to our Manager of Customer Success, the Customer Success Engineer is part of a growing and multi-faceted team focused on building a great customer experience and improved quality of life with Grafana Cloud.

What You’ll Be Doing:

  • Responding to inbound inquiries from Grafana Cloud Self-Serve users via calls and emails on topics surrounding their business problems, needs, and how Grafana Cloud can work alongside their existing tools, data sources, and budgets to build an efficient and effective observability story
  • Proactively reaching out to users who we identify as high-potential or high-risk to provide assistance and resources towards their success with our services
  • Providing valuable user feedback and insight to Product, Support, Finance, and Engineering teams that will improve the overall Self-Serve user experience along every step of their journey
  • Maintaining a high level of professionalism, empathy, business, and technical acumen across multiple customers at one time, while connecting trends and themes as you go

Must-Have Qualifications:

  • Strong knowledge of working with Linux, networking, and open source technologies
  • Experience working with customers in the observability space, or in the greater devtools ecosystem
  • Strong verbal and written communication skills
  • Proven to be adept and retentive to new technical methodologies and uses
  • You listen and care about making each user interaction a successful one, and empower users to help themselves by building trust
  • You enjoy solving complex practical and technical challenges
  • You are creative, self-motivated, detail-oriented, and enjoy continuously learning 
  • You are able and willing to develop a strong knowledge of our products and services
  • You are a proactive observer able to drive change for both our users and business 
  • You have the ability to multi-task within a fast-changing and growing startup environment

Bonus Qualifications:

  • Experience working with popular cloud services such as AWS, GCP, or Azure
  • Experience with Prometheus and promQL
  • Distributed services experience (Kubernetes, Docker…)
  • Fluency with regular expressions

About Grafana Labs: There are more than 900,000 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 SpaceX 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 three other open-source projects, Grafana Loki (for logs), Grafana Mimir (for metrics), and Grafana Tempo (for traces).
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.
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.
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