Staff Customer Solutions Engineer (Remote, UK)

Job Description

Make a difference.

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 into the Product Management and Engineering teams.

Your Impact

1. Provide general design and implementation guidance and help to implement Grafana Cloud (including applicable data sources, authentication, alerting, dashboards, and more)
2. Educate and enable viewers, editors, and architects on how to leverage the Grafana stack
3. Perform monthly health checks, identify trends from support tickets, escalate issues accordingly, and assist in root cause analysis (RCA)
4. Assist with building/modifying critical SLA dashboards within the production environment
5. Work closely with our sales team to articulate the overall Grafana value proposition, vision, and strategy to customers
6. Propose, design, create, and present prototypes, demos, and proofs-of-concept to diverse audiences, from engineers to SREs
7. Own the technical engagement with customers and help close high-velocity opportunities through advanced knowledge, technical skill, credibility, and rapport
8. Deliver product and technical presentations to potential and existing customers
9. Proactively communicate with customers and internal teams to provide feedback on products and the competitive landscape
10. Drive product conversations based on customer needs and problems discovered during interactions
11. Collaborate to enhance documentation, write blog posts, record videos, contribute to knowledge base articles, and create other enablement materials

Ideal Candidate

• 5+ years of technical sales experience, ideally with Open Source technologies or in the Metrics/Monitoring space
• Creative problem solver for Customer Adoption Challenges
• Proactive in assisting customers with technical issues, troubleshooting, and root cause analysis
• Ability to identify and provide timely workarounds and solutions to meet customer needs
• Deep operational expertise in the Grafana Platform (LGTM)
• Extensive Grafana Deployment Design expertise
• Excellent written and oral communication skills for remote collaboration and customer engagement
• Passion for solving technical challenges and delivering creative solutions
• Technical mindset with a desire for continuous growth

Additional Information

In the United Kingdom, the OTE compensation range for this role is £119,000-142,000. Actual compensation may vary based on experience and skillset. Benefits include equity, bonus (if applicable), and other listed benefits.