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 root cause analysis (RCA) to understand issues affecting 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 costs, expand their use of solutions, and drive adoption of new products and features.
• Develop and maintain strong, long-term relationships with key stakeholders.
• Own customer lifecycle with support of Engagement Managers and Onboarding Solutions Architects.
• Drive adoption and effective use of product suite within customer portfolio to maximize value and ensure strong ROI.
• Act as the voice of the customer within the company, advocating for needs, priorities, and feature requests.
• Conduct training sessions and workshops to educate clients on technology.
• Develop and deliver technical documentation, guides, and tutorials.
• Work alongside account teams to conduct regular reviews with customers to identify areas for improvement, calculate ROI, assess satisfaction, and discuss upcoming needs and projects.
• Prepare and present reports on client metrics, achievements, and focus areas.

Requirements

• Fluent in English and French (written and spoken).
• Bachelor’s degree in Computer Science, IT, Math, or related field (or equivalent experience).
• Experience deploying and operating Kubernetes.
• 5+ years in technical support, technical account management, consulting, SE, or professional services in technology industry.
• Strong understanding of observability solutions; experience with Grafana, Prometheus, Loki is a plus.
• Proven ability to manage multiple clients and projects simultaneously.
• Excellent problem-solving and analytical skills.
• Outstanding communication and interpersonal skills.
• Experience with CRM software, ticketing systems, and specific programming languages.
• Ability to travel up to 25% to meet clients.

Additional Fit Attributes

• 5+ years of technical sales, TAM, or post sales technical experience with open source technologies or observability space.
• Ability to connect product usage to value (ROI) and manage customer lifecycle.
• Creative in solving customer adoption challenges.
• Proactive with technical issue troubleshooting and root cause analysis.
• Observability expertise preferably at architect level.
• First-class communication skills to collaborate with remote internal teams and global customers.
• Enjoy technical challenges and creative problem solving.
• Technical mindset and desire for technical growth; coding bootcamp grads or engineering experience welcomed.

Benefits

In Switzerland, the OTE compensation range for this role is CHF 198,000 - CHF 236,000. Actual compensation varies based on level, experience, and skillset. Benefits include equity, bonus (if applicable), and others listed on the careers page.

About Grafana Labs

Grafana Labs supports more than 20 million users worldwide with the open-source visualization tool Grafana. Customers include Bloomberg, JPMorgan Chase, and eBay. The Grafana stack includes metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo), available via Grafana Cloud or self-managed Enterprise Stack.