Senior Observability Architect

Details

Grafana Labs is a remote-first, open-source company that builds observability tools used globally (Grafana, Grafana Mimir, Loki, Tempo). The Observability Architect will join the Customer Experience organisation to drive post-sales technical partnership, adoption, expansion, and value realisation for a portfolio of key accounts in Japan. The role supports customers through their observability maturity journey with strategic consulting and expert-level technical engagement. This position is remote in Japan (company is remote-first) with travel across Japan (up to 25%).

Responsibilities

• Serve as the primary technical point of contact for a portfolio of Grafana customers in Japan.
• Design and guide customers through their observability maturity roadmap.
• Provide expert-level guidance and troubleshooting to drive product adoption.
• Conduct regular technical reviews and health checks, including root cause analyses.
• Advise on best practices and help customers align Grafana’s technology with business goals.
• Develop and execute tailored technical roadmaps with clients.
• Identify opportunities to optimise costs and increase adoption of new features and products.
• Build and maintain long-term relationships with key customer stakeholders.
• Collaborate closely with Engagement Managers and Onboarding Solutions Architects throughout the customer lifecycle.
• Act as a customer advocate internally, representing customer needs to Product Management and Engineering.
• Conduct training sessions, workshops, and develop technical documentation and tutorials.
• Participate in regular customer business reviews and prepare reports on customer performance, engagement metrics, and strategic recommendations.

Requirements

• 5+ years of experience in technical account management, consulting, professional services, or a related post-sales technical role in the technology industry.
• Proven ability to manage multiple customer relationships and technical projects concurrently.
• Strong understanding of observability solutions, with hands-on experience in tools such as Grafana, Prometheus, and Loki.
• Skilled in deploying and operating Kubernetes environments.
• Experience with CRM systems, ticketing platforms, and modern cloud technologies.
• Exceptional problem-solving, analytical, and communication skills; ability to deliver both technical depth and business value in customer interactions.
• Comfortable with customer-facing travel (up to 25%) across Japan.
• Bachelor’s degree in Computer Science, Information Technology, Mathematics, or equivalent experience.

Bonus (Preferred)

• 5+ years in technical sales, technical account management, or post-sales customer success within observability or open source.
• Experience managing the full customer lifecycle and linking product usage to measurable ROI.
• Previous experience as an engineer or coding-bootcamp graduate with a desire to build technical depth in observability.
• Strong written and verbal communication skills for remote-first and international collaboration.

Compensation & Benefits

• In Japan, the OTE compensation range for this role is 13.5m - 17m JPY (actual compensation may vary by level, experience, and skills). Benefits include equity, bonus (if applicable), and other standard Grafana Labs benefits (30 days annual leave policy, in-person onboarding, etc.).

Company & Culture

• Grafana Labs is remote-first with an open-source heritage, global collaborative culture, and emphasis on transparency, autonomy, and career growth. The company uses Grafana Cloud and Grafana Enterprise Stack products (metrics, logs, traces).