Senior Observability Architect

Details

Are you passionate about orchestrating an industry-leading customer experience? Grafana is evolving to create an elite team that will redefine post sales technical partnership in the industry: the Observability Architect. In this role, you’ll pioneer this new function. It’s an exciting opportunity to help drive a transformation of our Customer Experience organization.

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 to ensure client success. Assist in RCA to understand issues that affect customer satisfaction, retention, and overall product experience.
• Advise clients on best practices and strategies for leveraging our technology to achieve their business goals.
• Collaborate with clients to develop and execute technical roadmaps.
• Identify opportunities for clients to optimize their cost, expand their use of our solutions and drive adoption of new products and features.
• Develop and maintain strong, long-term relationships with key stakeholders.
• With the support of our Engagement Managers and Onboarding Solutions Architects, own customer lifecycle.
• Drive the adoption and effective use of our product suite within your customer portfolio to maximize their value from our platform and ensure a strong return on investment.
• Act as the voice of the customer within the company, advocating for their needs, priorities and feature requests.
• Conduct training sessions and workshops to educate clients on our technology.
• Develop and deliver technical documentation, guides, and tutorials.
• Work alongside account teams to participate in and/or conduct regular reviews with customers to identify areas for improvement, calculate ROI, assess their satisfaction, and discuss upcoming needs and projects.
• Prepare and present reports on client metrics, achievements, and areas of focus.

Requirements

• Fluent in English and French (written and spoken).
• Bachelor’s degree in Computer Science, Information Technology, Math or a related field (or equivalent experience).
• Experience deploying and operating Kubernetes.
• 5+ years of experience in a technical support, technical account management, consulting, SE or Professional Services role within the technology industry.
• Strong understanding of observability solutions. Grafana, Prometheus, and Loki a plus.
• Proven 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, e.g., CRM software, ticketing systems, specific programming languages.
• Ability to travel as needed to meet with clients (up to 25%).

Additional Qualities

• 5+ years of technical sales, TAM or other post sales technical experience, ideally with open source technologies, or in the observability space.
• Great at connecting product usage to value (ROI).
• Great at managing customer lifecycle.
• Creative in solving customer adoption challenges.
• Proactive assistance with technical issues, troubleshooting, and root cause analysis.
• Observability expertise, preferably architect level.
• Exceptional written and oral communication skills to collaborate with remote-first internal teams and worldwide customers, articulating the value proposition and technical advantages of products.
• A technical mindset and desire to grow technically; previous post-sales or engineering experience is a plus.

Compensation

In UK, the OTE compensation range for this role is £108,000 - £130,000. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable), and other benefits listed on the company careers page.

About Grafana Labs

Grafana Labs supports over 20M users worldwide monitoring diverse environments, including climate change and high-profile customers such as Bloomberg, JPMorgan Chase, and eBay. The company offers scalable metrics, logs, and trace solutions via managed cloud or self-managed enterprise stacks.

Benefits

Additional information about perks and benefits can be found on the Grafana Labs careers page.

Equal Opportunity Employer

Grafana Labs is committed to diversity and equality, encouraging applicants from all backgrounds to apply even if not all qualifications are met. The company promotes an inclusive workplace that values diverse experiences and perspectives.