Senior Observability Architect

Details

Grafana Labs is seeking a Senior 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 helping embed Grafana technology into mission-critical systems.

The role works closely with Engagement Managers to lead technical discovery, solution design, onboarding, enablement, troubleshooting, and customer technical roadmaps. The architect will also represent customer needs internally and collaborate with Engineering and Product Management on product feedback and roadmap priorities.

Responsibilities

• Serve as the primary technical point of contact for a portfolio of Grafana customers.
• Design and guide customers through their observability maturity journey.
• Provide expert-level troubleshooting and technical guidance to drive 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 adoption and effective use of Grafana's product suite to maximize customer value and return on investment.
• Act as the voice of the customer within Grafana Labs by advocating for customer needs, priorities, and feature requests.
• Conduct customer training sessions and workshops.
• Develop technical documentation, guides, and tutorials.
• Work with account teams on customer reviews to identify improvements, calculate ROI, assess satisfaction, and discuss future needs and projects.
• Prepare and present reports on customer metrics, achievements, and areas of focus.
• Travel as needed to meet with clients, up to 25%.

Requirements

• Located in Melbourne or Sydney.
• Bachelor's degree in Computer Science, Information Technology, Mathematics, or a related field, or equivalent experience.
• Experience deploying and operating Kubernetes.
• At least 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; experience with Grafana, Prometheus, and Loki is a plus.
• Ability to manage multiple clients and projects simultaneously.
• Excellent problem-solving and analytical skills.
• Outstanding 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.
• Excellent written and verbal communication skills for collaborating with remote-first teams and worldwide customers.
• Ability to articulate Grafana's value proposition and the technical advantages of its products.
• Technical curiosity and enthusiasm for solving customer challenges.

Bonus Points

• At least 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 business value and ROI.
• Experience managing customer lifecycles.
• Creativity in solving customer adoption challenges.
• Experience troubleshooting technical issues and conducting root cause analysis.
• Previous post-sales or engineering experience, or a recent coding bootcamp background.

Compensation and Benefits

• OTE compensation range: $207,000–$256,000 per year.
• Restricted Stock Units included in the compensation package.
• 100% remote work in a global culture.
• Career growth opportunities.
• In-person onboarding.
• Global annual leave policy of 30 days per year, including 3 Grafana Shutdown Days, subject to local legislation.
• Equal opportunity employer.