Observability Architect

Details

Grafana Labs is a remote-first, open-source powerhouse with more than 20M users of Grafana globally. Grafana helps companies manage observability with the Grafana LGTM Stack, available as Grafana Cloud (managed) or Grafana Enterprise Stack (self-managed), featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo).

Role overview

As an Observability Architect you will be the technical owner of long-term customer success. You will architect and guide implementation of complex observability solutions across modern infrastructure and application environments, build strategic relationships with engineers, SREs, and architects, and ensure Grafana’s technology is deeply embedded into mission-critical systems. You will lead technical discovery, design, onboarding, and enablement, represent the technical voice of customers internally, and work closely with Engineering and Product Management to shape product feedback and roadmap priorities.

Responsibilities

• Serve as the primary technical point of contact for a portfolio of Grafana customers.
• Design customers’ observability maturity journeys and assist them along the path.
• Provide expert-level troubleshooting and guidance to drive adoption.
• Conduct regular technical reviews and health checks; assist in RCA to understand issues affecting customer satisfaction and retention.
• Advise clients on best practices and strategies to leverage Grafana technology to achieve business goals.
• Collaborate with clients to develop and execute technical roadmaps.
• Identify opportunities to optimize cost, expand use of solutions, and drive adoption of new products and features.
• Develop and maintain strong, long-term relationships with key stakeholders.
• Own customer lifecycle with support from Engagement Managers and Onboarding Solutions Architects.
• Drive adoption and effective use of the product suite to maximize customer value and ROI.
• Act as the voice of the customer within Grafana Labs, advocating for needs and feature requests.
• Conduct training sessions and workshops to educate clients on Grafana technology.
• Develop and deliver technical documentation, guides, and tutorials.
• Participate in regular reviews with customers to identify areas for improvement, calculate ROI, assess satisfaction, and discuss upcoming needs.
• Prepare and present reports on client metrics, achievements, and areas of focus.

Requirements / Qualifications

• Located in the Washington, DC area.
• Bachelor’s degree in Computer Science, Information Technology, Math, or a related field, or equivalent experience.
• Experience deploying and operating Kubernetes.
• 5+ years of experience in a technical support, technical account management, consulting, SE, or Professional Services role within the technology industry.
• Strong understanding of observability solutions; Grafana, Prometheus, and Loki are 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 (e.g., CRM software, ticketing systems, programming languages).
• Ability to travel as needed to meet with clients (up to 25%).
• Ability to identify and provide timely workarounds and solutions to meet customer business needs.
• Observability expertise, preferably at an architect level.
• First-class written and oral communication skills for collaboration with remote teams and worldwide customers.
• A desire to solve technical challenges and bring creative solutions to customers.

Bonus / Preferred

• 5+ years of technical sales, TAM, or other post-sales technical experience, ideally with open source technologies or in the observability space.
• Strong ability to connect product usage to value (ROI) and manage customer lifecycle.
• Proactive troubleshooting and RCA skills.
• Technical mindset and a desire to grow technically; candidates with coding bootcamp backgrounds or prior post-sales/engineering experience are welcome.

Compensation

• In the US, the OTE compensation range for this role is $182,000 - $217,000. Actual compensation may vary based on level, experience, and skillset. All roles include Restricted Stock Units (RSUs).
• Compensation ranges are country specific; applicants from other locations will discuss local pay ranges with a recruiter.

Why you’ll thrive at Grafana Labs / Benefits

• 100% Remote, Global Culture — remote-only company with a global team.
• Scaling organization with meaningful work in a high-growth environment.
• Transparent communication and approachable leadership.
• Innovation-driven with autonomy to ship and try new things.
• Open source roots and community-driven values.
• Empowered teams with career growth pathways.
• In-person onboarding to learn and connect with new colleagues.
• Global annual leave policy of 30 days per annum (3 days reserved for Grafana Shutdown Days). Grafana will comply with local legislation where applicable.

Equal Opportunity & Other Notes

• Grafana Labs is an equal opportunity employer and recruits, trains, compensates, and promotes regardless of race, religion, color, national origin, gender, disability, age, veteran status, and other characteristics.
• Grafana Labs may use AI tools in recruitment to assist in matching CVs to job postings; recruitment team will continue to review CVs manually.
• For information about personal data use during application, see Grafana's applicant privacy policy.