Used Tools & Technologies
Not specified
Required Skills & Competences
Tag name is followed by "@" symbol and proficiency level value.
About proficiency levels:
- 1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;
- 3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;
- 7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;
- 10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.
Grafana @ 3
Kubernetes @ 3
Prometheus @ 2
Communication @ 3
CRM @ 3
Observability @ 3
- 1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;
- 3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;
- 7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;
- 10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.
Details
Grafana Labs is a remote-first, open-source company used by more than 20M users globally. The company helps organizations manage observability with Grafana Cloud and Grafana Enterprise Stack, featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo).
The Opportunity
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 a wide range of modern infrastructure and application environments. You will build strategic relationships with engineers, SREs, and architects to ensure Grafana’s technology is deeply embedded into mission-critical systems. Working with Engagement Managers, you will lead technical discovery, design, onboarding, and enablement, and represent the technical voice of customers internally to shape product feedback and roadmap priorities.
Responsibilities
- Serve as the primary technical point of contact for a portfolio of Grafana customers.
- Design customer observability maturity journeys and assist on that path.
- Provide expert-level troubleshooting and guidance to drive adoption.
- Conduct regular technical reviews and health checks; assist in RCA to understand issues affecting satisfaction and retention.
- Advise clients on best practices and strategies for leveraging Grafana technology to achieve business goals.
- Collaborate with clients to develop and execute technical roadmaps.
- Identify opportunities to optimize client costs, expand use of solutions, and drive adoption of new products/features.
- Develop and maintain strong long-term relationships with key stakeholders.
- Own customer lifecycle with support from Engagement Managers and Onboarding Solutions Architects.
- Conduct training sessions and workshops; develop technical documentation, guides, and tutorials.
- Work with account teams to conduct regular reviews with customers to identify improvements, calculate ROI, and discuss upcoming needs.
- Prepare and present reports on client metrics, achievements, and focus areas.
Requirements
- Located in an EST timezone.
- Bachelor’s degree in Computer Science, Information Technology, Math, or a related field (or equivalent experience).
- 5+ years of experience in a technical support, technical account management, consulting, Solutions Engineering, or Professional Services role within the technology industry.
- Experience deploying and operating Kubernetes.
- Strong understanding of observability solutions. Familiarity with Grafana; Prometheus and Loki are a plus.
- Proven ability to manage multiple clients and projects simultaneously.
- Excellent problem-solving and analytical skills; experience with troubleshooting and RCA.
- Outstanding communication and interpersonal skills; ability to articulate value proposition and technical advantages.
- Experience with relevant tools and technologies such as CRM software, ticketing systems, and programming languages.
- Ability to travel as needed to meet with clients (up to 25%).
Bonus Points
- 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.
- Creative problem-solving for customer adoption challenges and ability to proactively assist with technical issues and RCA.
- Technical mindset and desire to grow technically; candidates from coding bootcamps or with prior post-sales or 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).
Why You’ll Thrive at Grafana Labs
- 100% remote, global culture.
- Scaling organization with meaningful work and transparent communication.
- Innovation-driven, open source roots, empowered teams, and defined career growth pathways.
- In-person onboarding and a global annual leave policy of 30 days per annum (3 days reserved for Grafana Shutdown Days).