Associate Observability Architect | PST | Remote

Details

Grafana Labs is seeking an Associate Observability Architect to serve as the technical owner of long-term customer success. The role involves architecting and guiding complex observability solutions across modern infrastructure and application environments, building relationships with engineers, SREs, and architects, and ensuring Grafana technology is deeply embedded in mission-critical systems.

The position works closely with Engagement Managers, Onboarding Solutions Architects, Engineering, and Product Management to lead technical discovery, design, onboarding, enablement, troubleshooting, and customer lifecycle activities. The role is remote and requires candidates to be located on the West Coast and able to travel to meet clients as needed, up to 25%.

Responsibilities

• Serve as the primary technical point of contact for a portfolio of Grafana customers.
• Design customers' observability maturity journeys and assist them throughout the process.
• Provide expert troubleshooting and technical guidance to drive adoption.
• Conduct technical reviews and health checks, and assist with root cause analysis.
• Advise clients on best practices and strategies for leveraging Grafana technology.
• Collaborate with clients to develop and execute technical roadmaps.
• Identify opportunities to optimize costs, expand solution usage, and drive adoption of new products and features.
• Develop and maintain long-term relationships with key stakeholders.
• Own the customer lifecycle with support from Engagement Managers and Onboarding Solutions Architects.
• Drive effective use of the product suite to maximize customer value and return on investment.
• Represent customer needs, priorities, and feature requests internally.
• Conduct customer training sessions and workshops.
• Develop and deliver technical documentation, guides, and tutorials.
• Participate in customer reviews to identify improvement areas, calculate ROI, assess satisfaction, and discuss upcoming needs and projects.
• Prepare and present reports on customer metrics, achievements, and areas of focus.

Requirements

• Located on the West Coast.
• Bachelor's degree in Computer Science, Information Technology, Mathematics, or a related field, or equivalent experience.
• Experience deploying and operating Kubernetes.
• At least 5 years of experience in technical support, technical account management, consulting, sales engineering, or professional services within the technology industry.
• Strong understanding of observability solutions; Grafana, Prometheus, and Loki experience is a plus.
• Proven ability to manage multiple clients and projects simultaneously.
• Excellent problem-solving and analytical skills.
• Outstanding communication and interpersonal skills.
• Experience with relevant tools and technologies, such as CRM software, ticketing systems, and programming languages.
• Ability to travel as needed to meet clients, up to 25%.
• Ability to identify and provide timely workarounds and solutions for customer business needs.
• Observability expertise, preferably at the architect level.
• Excellent written and oral communication skills for collaborating with remote-first internal teams and worldwide customers.
• Ability to articulate the company's value proposition and the technical advantages of its products.
• A technical mindset and enthusiasm for solving customer challenges.

Bonus Qualifications

• At least 2 years of technical sales, technical account management, or other post-sales technical experience, ideally with open-source technologies or in the observability space.
• Ability to connect product usage to customer value and ROI.
• Experience managing the customer lifecycle.
• Ability to solve customer adoption challenges creatively.
• Ability to proactively assist customers with technical issues, troubleshooting, and root cause analysis.
• Recent coding bootcamp graduates and candidates with previous post-sales or engineering experience are encouraged to apply.

Benefits

• In the United States, the OTE compensation range is $139,000–$167,000 per year. Actual compensation may vary based on level, experience, and skill set.
• Restricted Stock Units are included with all roles.
• 100% remote work in a global culture.
• Career growth pathways.
• In-person onboarding.
• Global annual leave policy of 30 days per year, including 3 Grafana Shutdown Days.
• Grafana Labs is an equal opportunity employer.