Used Tools & Technologies
Not specified
Required Skills & Competences
Tag name is followed by "@" symbol and proficiency level value.
About proficiency levels:
- 1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;
- 3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;
- 7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;
- 10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.
Grafana @ 4
Kubernetes @ 4
Prometheus @ 7
Communication @ 4
CRM @ 3
Observability @ 4
AI @ 4
- 1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;
- 3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;
- 7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;
- 10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.
Details
Grafana Labs is the company behind the open observability cloud. Grafana Cloud is a fully managed observability platform designed for scale and includes AI features to help organizations see, understand, and act on disparate data. The company is 100% remote with team members around the world and emphasizes an open-source legacy, collaborative culture, and transparent communication.
Role overview
As an Observability Architect you will be the technical owner of long-term customer success for a portfolio of Grafana customers. You will architect and guide implementations of complex observability solutions across modern infrastructure and application environments, build strategic relationships with engineers, SREs, and architects, and ensure Grafana’s technology is deeply embedded into mission-critical systems. You will lead technical discovery, design, onboarding, enablement, and act as the technical voice of the customer internally to influence product and engineering roadmaps.
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.
- Provide expert-level troubleshooting and guidance to drive adoption.
- Conduct regular technical reviews and health checks; assist in RCA to understand issues affecting satisfaction and retention.
- 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 customer cost, expand use of Grafana solutions, and drive adoption of new products/features.
- Develop and maintain strong, long-term relationships with key stakeholders.
- Own customer lifecycle 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 focus areas.
- Work alongside account teams to conduct regular reviews to identify improvements and assess ROI.
Requirements
- Located on the West Coast (role expects candidates in that time zone / PST).
- 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 and analytical skills; experience with troubleshooting and RCA.
- Outstanding written and oral communication and interpersonal skills suitable for remote collaboration.
- Familiarity with relevant tools and technologies (CRM software, ticketing systems, and programming languages).
- Ability to travel as needed to meet with clients (up to 25%).
- You should have some observability expertise, preferably at an architect level, and a technical mindset with desire to grow technically.
Bonus
- 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 value (ROI) and manage customer lifecycle.
- Creativity in solving customer adoption challenges and the capacity to proactively assist with technical issues and troubleshooting.
Compensation & Other Details
- In the US, the OTE compensation range for this role is $204,000 - $260,000. Actual compensation may vary by level, experience, and skillset. All roles include Restricted Stock Units (RSUs).
- 100% remote company culture; in-person onboarding is provided. Global annual leave policy of 30 days per annum; 3 days reserved for Grafana Shutdown Days. Grafana will comply with local legislation where applicable.
- Equal opportunity employer and may utilize AI tools in recruitment.