Manager, Technical Support (Remote, USA)

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 US-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 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.

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 US, the base compensation range for this role is $125,000 - $150,000.  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.