Observability Architect

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 Grafana customers.
• Design the observability maturity journey of customers and assist them on that path.
• Provide expert-level troubleshooting and guidance to drive adoption.
• Conduct regular technical reviews and health checks to ensure client success. Assist in RCA to understand issues that affect customer satisfaction, retention, and overall product experience.
• Advise clients on best practices and strategies for leveraging our technology to achieve their business goals.
• 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 products and features.
• Develop and maintain strong, long-term relationships with key stakeholders.
• With the support of our Engagement Managers and Onboarding Solutions Architects, own customer lifecycle.
• Drive the adoption and effective use of our product suite within your customer portfolio to maximize their value from our platform and ensure a strong return on investment.
• 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%).

Additional Qualifications

• 5+ years of technical sales, TAM or other post sales technical experience, ideally with open source technologies, or in the observability space.
• Great at connecting product usage to value (ROI).
• Great at managing customer lifecycle.
• Creative in solving customer adoption challenges.
• Ability to proactively assist customers with technical issues and help in troubleshooting and root cause analysis.
• Identify and provide timely workarounds and solutions to meet a customer’s business needs.
• Some observability expertise, preferably architect level.
• First class written and oral communication skills to collaborate with remote-first internal teams as well as worldwide customers.
• A technical mindset and a desire to grow technically. Exceptional candidates may be recent coding bootcamp graduates or have previous post-sales or engineering experience.

Salary

OTE compensation range for this role in Singapore is 213,000 - 253,000 SGD annually. Actual compensation may vary based on level, experience, and skillset.

Benefits

Includes equity, bonus (if applicable), and other benefits as listed on the company careers page.

About Grafana Labs

Grafana Labs serves over 20 million users globally with its open source visualization tool. Major customers include Bloomberg, JPMorgan Chase, and eBay. Their offerings include Grafana Cloud, Grafana Enterprise Stack, and scalable observability tools like Grafana Mimir, Loki, and Tempo.

Equal Opportunity Employer

Grafana Labs is committed to diversity and inclusion and encourages applicants from all backgrounds to apply.