Jobs at Grafana Labs

• This is an exciting opportunity to be an early member of our new, elite Customer Solutions Engineering team. This team will be our in-house, customer-facing solution experts. The Customer Solutions Engineer is a deep technical and sales specialist who will own the platform adoption and expansion experience for Grafana's customers. They will be responsible for the rapid and successful application of our technology. The Customer SE team enables Grafana Labs’s worldwide growth by educating existing customers to ensure they are happy and successful. We share our technical and product expertise with customers through demos, hands-on enablement, presentations, design guidance, technical evaluations and ongoing interaction. We also partner closely with our Sales team to help qualify and close opportunities. The Customer SE team is also one of the primary communication routes from our customers through into the Product Management and Engineering teams.

Your Impact

• Provide general design and implementation guidance and help to implement Grafana Cloud (including applicable data sources, authentication, alerting, dashboards, and more)
• Educating and enabling viewers, editors, and architects how to leverage the Grafana stack
• Perform Monthly health checks and identify trends from support tickets. Help escalate accordingly. Assist in RCA.
• Assist with building/modifying critical SLA dashboards within the production environment.
• Work closely with our sales team to articulate the overall Grafana value proposition, vision, and strategy to customers.
• Propose, design, create, and present prototypes, demos, and proofs-of-concept to a wide variety of audiences, from engineers to SREs.
• Own the technical engagement with customers and help to close high-velocity opportunities through advanced competitive knowledge, technical skill, credibility and rapport.
• Deliver product and technical presentations to potential and existing customers
• Proactively communicate with customers and internal teams to provide a feedback loop on our products and the competitive landscape
• Drive product conversations based on need and problems learned during customer interactions
• Work with the team to enhance documentation, write blog posts, record videos, contribute knowledge base articles, and create other public and internal enablement material

What would make you a good fit for this role?

• 5+ years of experience in technical sales experience, ideally with Open Source technologies, or in the Metrics/Monitoring space.
• You will be creative in solving Customer Adoption Challenges.
• Proactively assist customers with technical issues that may arise and assist in the troubleshooting and root cause analysis.
• Identify and provide timely workarounds and solutions to meet a customer’s business needs.
• Deeply knowledgeable of the Operational Expertise in the Grafana Platform (LGTM)
• You have extensive Grafana Deployment Design Expertise
• You will need first class written and oral communication skills to collaborate with our remote-first internal teams and with our worldwide customers. You will need to be able to skillfully articulate our value proposition and the technical advantages of our products
• You will love solving technical challenges and thrive on bringing creative solutions to our customers
• You should have a technical mindset and a desire to grow technically. Great candidates may be a recent grad of a coding bootcamp or have previous post-sales or engineering experience–we are excited to see what unique experiences and skill sets you bring to the table!

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What We Are Looking For

• Our ideal candidate would be an experienced technical communicator who wants to improve Grafana OSS and loves participating in open source communities. We're looking for someone who is excited about teaching, and engaging with the world in person, on online forums and in social media. If this sounds like you and you stay on top of what's happening in Grafana, observability, telemetry, or distributed systems, we should talk. We strongly encourage under-represented groups to apply.
• As a Developer Advocate, you are a technologist first, and will help teach developers, SREs, administrators and others how to build with Grafana. That starts with things like dashboards, but goes much deeper into APIs, plugins, any kind of data that helps us understand complex systems and how they function. You will participate in events, author content, appear in videos, and many other programs. A big plus for us is if you already participate meaningfully in open source communities such as Kubernetes, Prometheus, or the wider CNCF.
• We work in the R&D part of the organization, alongside product managers and engineers. The aim of the role is to help users build cool stuff.
• Reporting to the Director of Developer Advocacy, you'll work with an all-remote team of advocates and community support engineers.

The Types Of Things You Will Be Doing Include

• Creating technical content to educate and empower developers & SREs; this can include sample applications, presentations, blog posts, and other materials
• Act as an ally and colleague of external practitioners who are getting started
• Build relationships with people across the community, to support & inspire
• Provide feedback on our products; help be a conduit of what the community is saying, to help us improve the feedback loop between what users need and what Grafana delivers