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Observability Architect

Grafana Labs
Software Architect • Principal • Remote • Full-time • 📍 Remote (US)
📄 View original listing (EN)

Observability Architect role at Grafana Labs (a 100% remote company), a deeply technical post-sales role for experts ready to step into strategic leadership with the company's most important customers. As the technical owner of long-term customer success, you will architect and guide the implementation of complex observability solutions across modern infrastructure and application environments, build strategic relationships with engineers, SREs, and architects, and ensure Grafana's technology is deeply embedded into mission-critical systems. Working with Engagement Managers, you will lead technical discovery, design, onboarding, and enablement, and represent the technical voice of customers internally to shape product feedback and roadmap priorities. This role is remote and based on the East Coast.

Stack

GrafanaKubernetesPrometheusSalesforce

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; assist in RCA to understand issues affecting customer satisfaction, retention, and product experience
  • ▹Advise clients on best practices and strategies for leveraging the technology to achieve their business goals
  • ▹Collaborate with clients to develop and execute technical roadmaps
  • ▹Identify opportunities for clients to optimize cost, expand use of solutions, and drive adoption of new products and features
  • ▹Develop and maintain strong, long-term relationships with key stakeholders
  • ▹Own the customer lifecycle with the support of Engagement Managers and Onboarding Solutions Architects
  • ▹Act as the voice of the customer within the company, advocating for their needs and feature requests
  • ▹Conduct training sessions and workshops; develop and deliver technical documentation, guides, and tutorials
  • ▹Work alongside account teams to conduct regular reviews, calculate ROI, and assess customer satisfaction
  • ▹Prepare and present reports on client metrics, achievements, and areas of focus

Requirements

  • ▹Located on the East Coast
  • ▹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%)
  • ▹Some observability expertise, preferably architect level
  • ▹First class written and oral communication skills

Nice to have

  • ▹5+ years of technical sales, TAM, or other post-sales technical experience, ideally with open source technologies or in the observability space
  • ▹Skill at connecting product usage to value (ROI)
  • ▹Skill at managing customer lifecycle
  • ▹Creativity in solving customer adoption challenges
  • ▹Ability to proactively assist customers with technical issues, troubleshooting, and root cause analysis
  • ▹Technical mindset and desire to grow technically (recent coding bootcamp grads or those with post-sales/engineering experience welcome)

Soft skills

Outstanding communication and interpersonal skillsExcellent problem-solving and analytical skillsCustomer-focused, strategic technical leadershipCreative approach to solving customer challengesDesire to grow technically

What we offer

  • ▹US OTE compensation range: $182,000 - $217,000
  • ▹Restricted Stock Units (RSUs) in all roles
  • ▹100% remote, global culture
  • ▹In-person onboarding
  • ▹Global annual leave policy of 30 days per year (3 days reserved for Grafana Shutdown Days)
Languages: First class written and oral communication skills (to collaborate with remote-first internal teams and worldwide customers)
Education: Bachelor's degree in Computer Science, Information Technology, Math or a related field (or equivalent experience)