Observability Architect PST (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.

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 support from 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 and ensure ROI.
• 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 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 technical support, technical account management, consulting, SE or Professional Services within 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 such as CRM software, ticketing systems, or programming languages.
• Ability to travel as needed (up to 25%).

Additional Fit Attributes

• 5+ years technical sales, TAM or post sales technical experience, ideally with open source or observability technologies.
• Ability to connect product usage to business value (ROI).
• Skilled in customer lifecycle management.
• Creative in solving customer adoption challenges.
• Proactive in assisting customers with technical issues and troubleshooting.
• Observability expertise preferably at architect level.
• Excellent written and oral communication for remote team collaboration and global customers.
• A technical mindset with eagerness to grow technically; candidates from coding bootcamps or with prior post-sales or engineering experience welcome.

Compensation & Benefits

In the US, the OTE compensation range is $198,000 - $237,000. Actual compensation depends on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable), and others listed on the careers page.

About Grafana Labs

Grafana Labs serves over 20 million users worldwide with open source visualization tools used globally in diverse applications. Their platform supports thousands of companies including Bloomberg, JPMorgan Chase, and eBay managing observability with Grafana LGTM Stack, available fully managed or self-hosted with scalable metrics, logs, and tracing solutions.

Equal Opportunity Employer

Grafana Labs values diversity and inclusion and believes equality and diversity build a strong organization. They encourage applications from all qualified candidates regardless of diverse backgrounds and experiences.