Senior Observability Architect

Details

Grafana Labs is a remote-first, open-source company helping organizations manage observability with Grafana, Mimir (metrics), Loki (logs), and Tempo (traces). The Observability Architect is a strategic, customer-facing technical role focused on architecting and guiding implementation of complex observability solutions across modern infrastructure and application environments. This role partners with account teams and customers (engineers, SREs, architects) to drive adoption, deliver outcomes, and represent customer needs internally to Product and Engineering.

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 Labs technology to achieve their business goals.
• Collaborate with clients to develop and execute technical roadmaps.
• Identify opportunities for clients to optimize cost, expand use of Grafana solutions, and drive adoption of 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 ROI.
• Act as the voice of the customer within the company, advocating for needs, priorities, and feature requests.
• Conduct training sessions and workshops; develop and deliver technical documentation, guides, and tutorials.
• Work with account teams to participate in regular reviews with customers to identify improvements, calculate ROI, assess satisfaction, and discuss upcoming needs.
• Prepare and present reports on client metrics, achievements, and focus areas.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Math or related field, or equivalent experience.
• 5+ years in a technical support, technical account management, consulting, SE or Professional Services role within the technology industry.
• Experience deploying and operating Kubernetes.
• Strong understanding of observability solutions; experience with Grafana, Prometheus, and Loki is a plus.
• Proven ability to manage multiple clients and projects simultaneously.
• Excellent problem-solving and analytical skills.
• Outstanding communication and interpersonal skills; strong written and oral communication to collaborate with remote teams and worldwide customers.
• Experience with relevant tools and technologies (e.g., CRM software, ticketing systems, programming languages).
• Ability to travel as needed to meet with clients (up to 25%).
• Ability to identify and provide timely workarounds and solutions to meet customer business needs; experience in RCA and troubleshooting.
• Observability expertise at architect level is preferred.

Bonus (preferred)

• Singapore Citizenship or Permanent Residency.
• 5+ years of technical sales, TAM or post-sales technical experience, ideally with open-source technologies or in the observability space.
• Strong ability to connect product usage to business value (ROI) and manage customer lifecycles.
• Creative problem-solving for customer adoption and ability to proactively assist with technical issues.
• Candidates with coding bootcamp backgrounds or previous post-sales or engineering experience are welcome.

Compensation & Benefits

• In Singapore, the OTE compensation range for this role is $220k - $275k SGD. Actual compensation may vary based on level, experience, and skillset. All roles include Restricted Stock Units (RSUs).
• 100% remote company culture with global colleagues and collaboration.
• In-person onboarding to help new hires integrate.
• Global annual leave policy of 30 days per annum (3 days reserved for Grafana Shutdown Days), subject to local legislation where applicable.
• Transparent, innovation-driven culture with career growth pathways and approachable leadership.

Additional Notes

• This posting is currently seeking expressions of interest for a role that is not yet live.
• Grafana Labs may utilize AI tools in recruitment to assist matching CVs to job postings; recruitment teams will continue manual review of CVs.
• For applicants outside the listed location, recruiters will discuss market-specific pay ranges and benefits during the process.