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

Customer Support

Technical Support

Developer Tools

Code Review

Pull Requests

Team Building

Customer Communications

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