Observability Architect Est (Remote, Usa)

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.

Position Overview

Observability Architects will plot the path to observability maturity and walk it with the customer. They will work hand in glove with our Engagement Managers, who manage service engagements and serve as a customer lifecycle Centre of Excellence. As an Observability Architect, you will be at the vanguard of evolving our practice to meet the unique demands of our customers.

You will own the long term adoption, expansion and overall experience of your portfolio of Grafana's customers. The OA is responsible for managing technical relationships, providing strategic consulting, and ensuring the successful achievement of value and ROI of our products. This role requires a deep understanding of our technology, the ecosystem around it, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical stakeholders. In short, you will drive Grafana Labs’s worldwide growth by becoming a strategic partner of existing customers to ensure they are happy, successful and realizing genuine value.

The OA will also be our customers’ primary technical contact as well as their voice to the Product Management and Engineering teams.

You’ll be elite, drive customer results and be the envy of the observability space.

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.

Qualifications

• 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 Preferred Experience

• 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).
• Excellent customer lifecycle management skills.
• Creative problem solving for customer adoption challenges.
• Proactive assistance with technical issues and troubleshooting including root cause analysis.
• Observability expertise, preferably architect level.
• First class written and oral communication skills to collaborate with remote internal teams and global customers.
• Desire to grow technically, including potential candidates from coding bootcamps or with prior post-sales or engineering experience.

Compensation

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 as assessed in the interview process. Benefits include equity, bonus (if applicable) and other benefits.

About Grafana Labs

Grafana Labs manages the popular Grafana open source visualization tool with over 20 million users worldwide. Their observability stack includes scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo), trusted by companies like Bloomberg, JPMorgan Chase, and eBay.

Benefits

Details available on the company's careers page.

Equal Opportunity Employer

Grafana Labs is committed to diversity and inclusion, promoting a welcoming work environment regardless of race, religion, color, national origin, gender, disability, age, veteran status, or other unique characteristics.