Senior Observability Architect

Details

Grafana Labs is seeking a deeply technical Observability Architect to serve as the technical owner of long-term customer success. The role focuses on architecting and guiding complex observability solutions across modern infrastructure and application environments, building strategic relationships with engineers, SREs, and architects, and ensuring Grafana technology is embedded in mission-critical systems.

The role works closely with Engagement Managers, Onboarding Solutions Architects, Engineering, and Product Management to lead technical discovery, design, onboarding, enablement, troubleshooting, and customer advocacy.

Responsibilities

• Serve as the primary technical point of contact for a portfolio of Grafana customers.
• Design customers' observability maturity journeys and assist with implementation.
• Provide expert troubleshooting and technical guidance to drive product adoption.
• Conduct technical reviews and health checks, and assist with root cause analysis.
• Advise customers on best practices and strategies for using Grafana technology to achieve business goals.
• Collaborate with customers to develop and execute technical roadmaps.
• Identify opportunities to optimize costs, expand solution usage, and adopt new products and features.
• Develop and maintain long-term relationships with key stakeholders.
• Own the customer lifecycle with support from Engagement Managers and Onboarding Solutions Architects.
• Drive effective use of the product suite and maximize customer return on investment.
• Represent customer needs, priorities, and feature requests internally.
• Conduct customer training sessions and workshops.
• Develop technical documentation, guides, and tutorials.
• Participate in customer reviews to identify improvement areas, calculate ROI, assess satisfaction, and discuss upcoming needs.
• Prepare and present reports on customer metrics, achievements, and focus areas.
• Travel as needed to meet customers, up to 25%.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Mathematics, or a related field, or equivalent experience.
• Experience deploying and operating Kubernetes.
• 5+ years of experience in technical support, technical account management, consulting, sales engineering, or professional services within the technology industry.
• Strong understanding of observability solutions; Grafana, Prometheus, and Loki experience is a plus.
• Experience managing multiple clients and projects simultaneously.
• Excellent problem-solving and analytical skills.
• Outstanding written, oral, communication, and interpersonal skills.
• Experience with relevant tools and technologies, such as CRM software, ticketing systems, and programming languages.
• Ability to identify and provide timely workarounds and solutions for customer business needs.
• Observability expertise, preferably at the architect level.
• Ability to articulate Grafana's value proposition and the technical advantages of its products.
• A technical mindset and enthusiasm for solving customer challenges, troubleshooting, and root cause analysis.

Bonus Qualifications

• 5+ years of technical sales, technical account management, or other post-sales technical experience, ideally with open-source technologies or in the observability space.
• Ability to connect product usage to customer value and ROI.
• Experience managing customer lifecycles and solving customer adoption challenges.
• Previous post-sales or engineering experience, or experience from a coding bootcamp.

Compensation

The OTE compensation range in India is INR 7,300,000–9,800,000 per year. Compensation may vary based on level, experience, and skill set. The role includes Restricted Stock Units (RSUs).

Benefits

• 100% remote work in a global culture.
• Career growth pathways.
• In-person onboarding.
• Global annual leave policy of 30 days per year, including 3 Grafana Shutdown Days, subject to local legislation.
• Open-source, transparent, and high-trust working environment.