Senior Observability Architect

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 helps more than 3,000 companies — including Bloomberg, JPMorgan Chase, and eBay — manage their observability strategies with the Grafana stack, which can be run fully managed with Grafana Cloud or self-managed with Grafana Enterprise Stack. The product suite includes scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo).

The Opportunity

As an Observability Architect you will be the technical owner of long-term customer success. You will architect and guide the implementation of complex observability solutions across a wide range of modern infrastructure and application environments. You will build strategic relationships with engineers, SREs, and architects—ensuring Grafana’s technology is deeply embedded into mission-critical systems. You will lead technical discovery, design, onboarding, and enablement, and represent the technical voice of customers internally to shape product feedback and roadmap priorities. This is a hands-on, high-impact role for those who want to stay technical while influencing 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; assist in root cause analysis (RCA) for issues affecting customer satisfaction and retention.
• Advise clients on best practices and strategies for leveraging Grafana technologies to achieve business goals.
• Collaborate with clients to develop and execute technical roadmaps.
• Identify opportunities for cost optimization, expansion of solution usage, and adoption of new products and features.
• Develop and maintain strong, long-term relationships with key stakeholders.
• Own customer lifecycle activities with support from Engagement Managers and Onboarding Solutions Architects.
• Conduct training sessions and workshops; develop and deliver technical documentation, guides, and tutorials.
• Prepare and present reports on client metrics, achievements, and areas of focus.
• Act as the voice of the customer internally, advocating for needs, priorities, and feature requests.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Math or a related field, or equivalent experience.
• 5+ years of experience 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 are a plus.
• Proven ability to manage multiple clients and projects simultaneously.
• Excellent problem-solving and analytical skills; ability to identify and provide timely workarounds and solutions.
• Outstanding communication and interpersonal skills; first class written and oral communication to collaborate with remote teams and worldwide customers.
• 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%).
• Observability expertise, preferably at an architect level; a technical mindset and desire to grow technically.

Bonus Points

• 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) and to manage the customer lifecycle creatively and proactively.
• Experience assisting customers with technical issues, troubleshooting, and RCA.
• Recent coding bootcamp grads or candidates with prior post-sales or engineering experience are encouraged to apply.

Compensation & Benefits

• In the US, the OTE compensation range for this role is $205,000 - $245,000. Actual compensation may vary based on level, experience, and skillset. All roles include Restricted Stock Units (RSUs).
• 100% remote, global culture; in-person onboarding; global annual leave policy of 30 days per annum (subject to local legislation); other benefits as described by Grafana Labs.

Why You’ll Thrive at Grafana Labs

• Remote-first, transparent, innovation-driven culture with open source roots.
• Opportunities to tackle meaningful work in a scaling organization, with defined career growth pathways and approachable leadership.

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. The recruitment team will continue to review inbound CVs manually to identify alignment with current openings.