Observability Architect

Details

Grafana Labs is a remote-first, open-source powerhouse with more than 20M users of Grafana. The company helps organizations manage observability with the Grafana stack (metrics, logs, traces) both as Grafana Cloud and Grafana Enterprise Stack.

This role is for deeply technical experts ready to step into strategic leadership with important customers. As an Observability Architect you will be the technical owner of long-term customer success, architecting and guiding implementations of complex observability solutions across 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, and you will represent the technical voice of customers internally to influence product 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 on that path.
• Provide expert-level troubleshooting and guidance to drive adoption.
• Conduct regular technical reviews and health checks; assist in root cause analysis to understand issues affecting customer satisfaction, retention, and product experience.
• Advise clients on best practices and strategies for leveraging Grafana technologies to meet business goals.
• Collaborate with clients to develop and execute technical roadmaps.
• Identify opportunities to optimize cost, expand usage of Grafana solutions, and drive adoption of new products and features.
• Develop and maintain strong, long-term relationships with key stakeholders.
• Own the 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 internally, advocating for needs, priorities, and feature requests.
• Conduct training sessions and workshops to educate clients on Grafana technologies.
• Develop and deliver technical documentation, guides, and tutorials.
• Work with account teams to conduct regular reviews with customers to identify improvements, calculate ROI, assess 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.
• 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 is a plus.
• Proven ability to manage multiple clients and projects simultaneously.
• Excellent problem-solving and analytical skills; experience performing troubleshooting and RCA.
• Outstanding written and oral communication and interpersonal skills.
• Experience with relevant tools and technologies such as CRM software, ticketing systems, and programming languages as applicable.
• Ability to travel as needed to meet with clients (up to 25%).
• Observability expertise, preferably at an architect level.
• A technical mindset and desire to continue growing technically; candidates with diverse technical backgrounds (including recent coding bootcamp grads or previous post-sales/engineering experience) are encouraged.

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).
• Strong customer lifecycle management and creative problem solving for adoption challenges.
• Proactive assistance with technical issues, troubleshooting, and root cause analysis.

Compensation & Benefits

• In the US, the OTE compensation range for this role is $198,000 - $237,000. Actual compensation may vary based on level, experience, and skillset assessed during the interview process.
• All roles include Restricted Stock Units (RSUs).
• Global annual leave policy of 30 days per annum; 3 days reserved for Grafana Shutdown Days (subject to local legislation).
• 100% remote company culture with in-person onboarding.

Why You’ll Thrive at Grafana Labs

• 100% Remote, Global Culture.
• Scaling organization with meaningful high-growth work.
• Transparent communication and approachable leadership.
• Innovation-driven, open source roots, empowered teams, and clear career growth pathways.

Equal Opportunity

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 utilize AI tools in its recruitment process to assist in matching CVs to job postings; recruitment teams manually review inbound CVs as well.