Observability Architect | EST | Remote

Details

Grafana Labs is seeking an Observability Architect to provide strategic technical leadership for customers using Grafana Cloud and related observability technologies. The role owns long-term customer success by architecting and guiding complex observability implementations across modern infrastructure and application environments.

The Observability Architect will work with engineers, site reliability engineers, architects, Engagement Managers, Onboarding Solutions Architects, Engineering, Product Management, and account teams. This is a hands-on, customer-facing role focused on technical discovery, solution design, onboarding, enablement, troubleshooting, observability maturity, and product adoption.

Responsibilities

• Serve as the primary technical point of contact for a portfolio of Grafana customers.
• Design customers' observability maturity journeys and assist them in progressing along those journeys.
• Provide expert-level troubleshooting and technical guidance to drive adoption.
• Conduct technical reviews and health checks, and assist with root cause analysis of issues affecting customer satisfaction, retention, and product experience.
• Advise clients on best practices and strategies for using Grafana's technology to achieve business goals.
• Collaborate with clients to develop and execute technical roadmaps.
• Identify opportunities to optimize costs, expand solution usage, and adopt 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 return on investment.
• Act as the voice of the customer internally by advocating for customer needs, priorities, and feature requests.
• Conduct customer training sessions and workshops.
• Develop and deliver technical documentation, guides, and tutorials.
• Work with account teams on customer reviews to identify improvement areas, calculate ROI, assess satisfaction, and discuss upcoming needs and projects.
• Prepare and present reports covering customer metrics, achievements, and areas of focus.
• Travel as needed to meet clients, up to 25%.

Requirements

• Located on the East Coast of the United States.
• Bachelor's degree in Computer Science, Information Technology, Mathematics, or a related field, or equivalent experience.
• Experience deploying and operating Kubernetes.
• At least 5 years of experience in a technical support, technical account management, consulting, sales engineering, or professional services role within the technology industry.
• Strong understanding of observability solutions; experience with Grafana, Prometheus, and Loki is a plus.
• Experience managing multiple clients and projects simultaneously.
• Excellent problem-solving and analytical skills.
• Outstanding written, oral, communication, and interpersonal skills.
• Experience with relevant tools and technologies, such as CRM software, ticketing systems, and programming languages.
• Ability to identify and provide timely workarounds and solutions that meet customer business needs.
• Observability expertise, preferably at the architect level.
• Ability to articulate Grafana's value proposition and the technical advantages of its products.
• A technical mindset, creative problem-solving skills, and enthusiasm for resolving customer challenges.

Bonus Qualifications

• At least 5 years of technical sales, technical account management, or other post-sales technical experience, ideally involving open-source technologies or observability.
• Ability to connect product usage to customer value and ROI.
• Experience managing the customer lifecycle and addressing customer adoption challenges.
• Experience troubleshooting technical issues and conducting root cause analysis.
• Previous post-sales or engineering experience, or experience from a coding bootcamp.

Compensation

The US on-target earnings compensation range is $182,000–$217,000 per year. Actual compensation may vary based on level, experience, and skill set. The role includes Restricted Stock Units (RSUs).

Benefits

• 100% remote, global work culture.
• Career growth pathways.
• In-person onboarding.
• Global annual leave policy of 30 days per year, including 3 Grafana Shutdown Days, subject to local legislation.
• Open-source, transparent, innovation-driven, and empowered team culture.