Observability Architect

Details

Grafana Labs is a remote-first, open-source company powering observability for millions of users and thousands of companies. The Observability Architect is a hands-on, high-impact, post-sales technical role that partners with customers to design, implement, and embed observability solutions across modern infrastructure and application environments. You will work closely with engineers, SREs, architects, Engagement Managers, and internal Product and Engineering teams to drive long-term customer success.

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.
• Architect and guide implementation of complex observability solutions across diverse environments.
• Provide expert-level troubleshooting, guidance, and RCA support to drive adoption and improve customer satisfaction.
• Conduct regular technical reviews and health checks to ensure client success.
• 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 optimization and cost-reduction opportunities; expand customer use of Grafana products and features.
• Build 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 Grafana product suite to maximize customer ROI.
• Act as the voice of the customer internally, advocating for needs, priorities, and feature requests.
• Conduct training sessions and workshops; develop and deliver technical documentation, guides, and tutorials.
• Prepare and present reports on client metrics, achievements, and focus areas.

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, SE, or Professional Services role within the technology industry.
• Experience deploying and operating Kubernetes.
• Strong understanding of observability solutions; Grafana, Prometheus, and Loki are a plus.
• Proven ability to manage multiple clients and projects simultaneously.
• Excellent problem-solving, analytical, communication, and interpersonal skills.
• Familiarity with relevant tools such as CRM software, ticketing systems, and programming languages.
• Ability to travel as needed to meet with clients (up to 25%).
• Experience identifying and providing timely workarounds and solutions to meet customer business needs.
• Observability expertise, preferably at an architect level.
• First-class written and oral communication skills to collaborate with remote internal teams and worldwide customers.

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 proactive assistance with troubleshooting and root cause analysis.
• Candidates with bootcamp or prior engineering/post-sales experience are welcome.

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.
• All roles include Restricted Stock Units (RSUs).
• 100% remote company with a global culture.
• In-person onboarding.
• Annual leave policy of 30 days per annum (3 days reserved for Grafana Shutdown Days). Local legislation will be followed where applicable.

Why You’ll Thrive

• Remote-first organization with a collaborative, transparent, innovation-driven culture.
• Open-source roots and empowered teams with clear career growth pathways and approachable leadership.

Equal Opportunity & Other Notes

• Grafana Labs is an equal opportunity employer and supports diversity and inclusion.
• Grafana Labs may utilize AI tools in recruitment to assist in matching CVs to job postings. Recruitment teams will review inbound CVs manually.
• Location listing shown: United States (Remote). #LI-Remote