Observability Architect | PST USA | Remote

Details

Grafana Labs is a remote-first, open-source powerhouse. There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise Stack, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo).

We’re scaling fast and staying true to what makes us different: an open-source legacy, a global collaborative culture, and a passion for meaningful work. Our team thrives in an innovation-driven environment where transparency, autonomy, and trust fuel everything we do.

You may not meet every requirement, and that’s okay. If this role excites you, we’d love you to raise your hand for what could be a truly career-defining opportunity.

Role overview

At Grafana Labs, we’re redefining what post-sales technical partnership looks like—and it starts with the Observability Architect. This is a role for deeply technical experts who are ready to step into strategic leadership with our most important customers. If you thrive at the intersection of systems thinking, architecture design, and customer impact—this is your stage.

As an Observability Architect, you will be the technical owner of long-term customer success. You’ll architect and guide the implementation of complex observability solutions across a wide range of modern infrastructure and application environments. You’ll build strategic relationships with engineers, SREs, and architects—ensuring Grafana’s technology is not just deployed, but deeply embedded into mission-critical systems.

Working hand-in-hand with our Engagement Managers, you’ll lead technical discovery, design, onboarding, and enablement—all with a focus on delivering tangible outcomes. You’ll spot patterns, solve hard problems, and guide customers through their observability maturity curve with authority and clarity. You’ll also represent the technical voice of our customers internally—shaping product feedback and roadmap priorities by working closely with Engineering and Product Management.

This is a hands-on, high-impact role for those who want to go deep, stay technical, and directly influence customer success at scale.

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 Grafana 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 Engagement Managers and Onboarding Solutions Architects, own customer lifecycle.
• Drive the adoption and effective use of the product suite within your customer portfolio to maximize their value from the platform and ensure a strong 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 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%).
• Identify and provide timely workarounds and solutions to meet a customer’s business needs.
• Observability expertise, preferably at architect level.
• First class written and oral communication skills to collaborate with remote-first internal teams and worldwide customers.
• You will love solving technical challenges and thrive on bringing creative solutions to our customers.

Bonus

• 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 perform troubleshooting and root cause analysis.
• Candidates with coding bootcamp or previous post-sales or engineering experience are welcomed.

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 as assessed throughout the interview process. All roles include Restricted Stock Units (RSUs).

Why You’ll Thrive at Grafana Labs:

• 100% Remote, Global Culture.
• Scaling organization with meaningful work and growth pathways.
• Transparent communication and approachable leadership.
• Open source roots and empowered teams.
• In-person onboarding and global annual leave policy of 30 days per annum (with 3 days reserved for Grafana Shutdown Days).

Equal Opportunity

Grafana Labs is an equal opportunity employer and will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and other characteristics. Grafana Labs may utilize AI tools in its recruitment process to assist in matching information provided in CVs to job postings.