Senior Observability Architect

Details

Grafana Labs is a remote-first, open-source company supporting observability for millions of users and thousands of companies. The Observability Architect is a hands-on, post-sales technical leadership role focused on architecting and guiding complex observability solutions, driving long-term customer success, and representing the technical voice of customers to Product and Engineering.

Responsibilities

• Serve as the primary technical point of contact for a portfolio of Grafana customers.
• Design customers' observability maturity journeys and assist them along that path.
• Architect and guide implementation of complex observability solutions across modern infrastructure and application environments.
• Provide expert-level troubleshooting, guidance, and RCA to drive adoption and resolve issues that affect customer satisfaction and retention.
• Conduct regular technical reviews and health checks, and prepare reports on client metrics and areas of focus.
• Advise clients on best practices and strategies for leveraging Grafana technology to meet business goals.
• Collaborate with clients to develop and execute technical roadmaps.
• Identify opportunities to optimize cost, expand use of solutions, and drive adoption of new products and features.
• Conduct training sessions, workshops, and develop technical documentation, guides, and tutorials.
• Work closely with Engagement Managers, Onboarding Solutions Architects, and account teams to own the customer lifecycle and participate in regular customer reviews.

Requirements

• Located on the West Coast or East Coast of the United States (role is remote within the US).
• 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; Grafana, Prometheus, and Loki are a plus.
• Proven ability to manage multiple clients and projects simultaneously.
• Excellent problem-solving, analytical, communication, and interpersonal skills.
• Experience with relevant tools and technologies (CRM software, ticketing systems, programming languages).
• Ability to travel as needed to meet with clients (up to 25%).
• Demonstrated capability to identify and provide timely workarounds and solutions to meet customers’ business needs.
• Observability expertise, preferably at architect level; ability to articulate technical value propositions and technical advantages of products.

Bonus Points For

• 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 manage customer lifecycle.
• Creativity in solving customer adoption challenges and hands-on involvement in troubleshooting and root cause analysis.
• Technical mindset with desire to grow technically; candidates from coding bootcamps or with engineering experience are welcome.

Compensation & Equity

• In the US, OTE compensation range: $204,000 - $244,000 (actual compensation may vary by level, experience, and skillset).
• All roles include Restricted Stock Units (RSUs).

Company & Working Model

• 100% remote, global culture; in-person onboarding is provided.
• Up to 30 days annual leave (global annual leave policy) with 3 reserved Grafana Shutdown Days; local legislation will be followed where applicable.
• Expectation of collaboration with remote-first internal teams and worldwide customers.

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.