Observability Architect

at Grafana Labs

📍 Australia

a$190,000-230,000 per year

SENIOR
✅ Remote

SCRAPED

Used Tools & Technologies

Not specified

Required Skills & Competences ?

Grafana @ 4 Kubernetes @ 4 Prometheus @ 4 Communication @ 4 CRM @ 4

Details

Are you passionate about orchestrating an industry-leading customer experience? Grafana is evolving to create an elite team that will redefine post sales technical partnership in the industry: the Observability Architect. In this role, you’ll pioneer this new function. It’s an exciting opportunity to help drive a transformation of our Customer Experience organization.

Responsibilities

  • Serve as the primary technical point of contact for a portfolio of clients.
  • Design the observability maturity journey of customers and assist them on that path.
  • Provide expert-level troubleshooting and guidance to drive adoption.
  • Assist clients with implementation, configuration, and optimization.
  • Conduct regular technical reviews and health checks to ensure client success. Assist in RCA.
  • Participate in onboarding and customer activation.
  • Advise clients on best practices and strategies for leveraging our technology to achieve their business goals.
  • Participate in services delivery rotation to keep skills current.
  • Collaborate with clients to develop and execute technical roadmaps.
  • Identify opportunities for clients to optimize their cost, expand their use of our solutions and drive adoption of new features.
  • Assist in delivering PS engagements on a rotation to keep skills current. Generally 1-3 weeks/year.
  • Develop and maintain strong, long-term relationships with key stakeholders.
  • With the support of our Engagement Managers and Onboarding Solutions Architects, own customer lifecycle.
  • Be responsible for consumption, retention and expansion within your portfolio.
  • Act as the voice of the customer within the company, advocating for their needs, priorities and feature requests.
  • Conduct training sessions and workshops to educate clients on our technology.
  • Develop and deliver technical documentation, guides, and tutorials.
  • Work alongside account teams to participate in and/or conduct regular reviews with customers to identify areas for improvement, calculate ROI, assess their satisfaction, and discuss upcoming needs and projects.
  • Prepare and present reports on client metrics, achievements, and areas of focus.

Requirements

  • 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 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, specific programming languages.
  • Ability to travel as needed to meet with clients (up to 25%).

Benefits

In Australia, the OTE compensation range for this role is AUD 190,000 - AUD 230,000. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable) and other benefits listed.