Technical customer support at Graphite

New York, New York, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Software DevelopmentIndustries

Requirements

Demonstrated track record of supporting customers of developer tools, with 3-10 years of experience in similar roles

Responsibilities

Be an early member of our Operations team and have an outsized impact on the Graphite’s future scale and growth
Spearhead the development and implementation of our customer support, including building our team from the ground up and perfecting our communications to customers and enforcing SLAs
Provide exceptional support to our customers via multiple channels, addressing inquiries and resolving issues in a timely and professional manner, and build strong relationships over time while educating customers on our platform
Capture and record the most common technical support questions on Graphite, and create tools or systems to categorize the questions and translate common questions into improved docs and a knowledge base
Create scalable processes that others can follow, build strong cross-functional relationships & help to define a strong support team culture

Skills

Key technologies and capabilities for this role

Customer SupportTechnical SupportDeveloper ToolsCode ReviewPull RequestsTeam BuildingCustomer Communications

Questions & Answers

Common questions about this position

What is the salary for this technical customer support role?

This information is not specified in the job description.

Is this position remote or hybrid?

The position is hybrid.

What experience is required for this role?

A demonstrated track record of supporting customers of developer tools with 3-10 years of experience in similar roles is required.

What is the company culture like at Graphite?

The culture centers on putting people first, applying science and craft, practicing disciplined ambition, and giving ownership with equity. The small-but-mighty team of 28 is based in Manhattan's Soho, with team members brewing espresso, producing music, or practicing yoga outside work.

What makes a strong candidate for this technical customer support position?

Candidates with a demonstrated track record of supporting customers of developer tools and 3-10 years of experience in similar roles will stand out, especially those ready to build scalable processes and the support team from the ground up.

Graphite

Monitors and visualizes time-series data

About Graphite

Graphite is a software tool that focuses on monitoring and visualizing time-series data, which consists of data points collected at specific intervals. It was initially developed in 2006 and became open-source in 2008, allowing it to be widely adopted by large companies. Graphite's main function is to help businesses store, retrieve, share, and visualize their time-series data, but it does not collect data itself. Instead, it allows users to input metrics into its database, making it essential for monitoring performance metrics like application performance and database request times. Unlike many competitors, Graphite operates on both low-cost hardware and cloud infrastructure, making it accessible for various clients, including e-commerce platforms and software development communities. The company generates revenue through support services, custom development, and consulting, ensuring that businesses can maximize the use of the tool while contributing to its ongoing development.

San Francisco, CaliforniaHeadquarters

2006Year Founded

VENTURE_UNKNOWNCompany Stage

Consulting, Enterprise SoftwareIndustries

1-10Employees