Customer Solutions Engineer

hace 7 días

Alcobendas, Madrid, España Grafana Labs A tiempo completo
Make a Difference with Grafana Labs

This is an exciting opportunity to be an early member of our elite Customer Solutions Engineering team, where you will own the platform adoption and expansion experience for Grafana's customers.

As a deep technical and sales specialist, you will be responsible for the rapid and successful application of our technology, enabling 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.

Our Customer Solutions Engineer is a key communication route 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)
  • Educate and enable viewers, editors, and architects how to leverage the Grafana stack
  • Perform monthly health checks and identify trends from support tickets
  • Help escalate accordingly and 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

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.

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