Observability Architect EST (Remote, USA)

Position Overview

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Grafana is seeking passionate individuals to join their elite team and redefine post-sales technical partnership in the industry as an Observability Architect. This role is a pioneering opportunity to drive a transformation within the Customer Experience organization, focusing on creating an industry-leading customer experience.

Observability Architects will guide customers on their journey to observability maturity. Working closely with Engagement Managers, they will serve as a technical partner, managing technical relationships, providing strategic consulting, and ensuring customers achieve value and ROI from Grafana's products. This role requires deep technical understanding, excellent problem-solving skills, and effective communication with both technical and non-technical stakeholders. The Observability Architect will be instrumental in driving Grafana Labs' growth by ensuring customer success, satisfaction, and value realization. They will also act as the primary technical contact for customers and their advocate to Product Management and Engineering teams.

Key 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 guidance to drive product adoption.
• Conduct regular technical reviews and health checks to ensure client success.
• Assist in Root Cause Analysis (RCA) to address issues affecting customer satisfaction, retention, and product experience.
• Advise clients on best practices and strategies for leveraging Grafana technology to achieve 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 client stakeholders.
• Own the customer lifecycle in collaboration with Engagement Managers and Onboarding Solutions Architects.
• Drive the adoption and effective use of Grafana's product suite to maximize customer value and ROI.
• Act as the voice of the customer within Grafana, advocating for their needs, priorities, and feature requests.
• Conduct training sessions and workshops to educate clients on Grafana technology.
• Develop and deliver technical documentation, guides, and tutorials.
• Partner with account teams to conduct regular client reviews, identify areas for improvement, calculate ROI, assess satisfaction, and discuss upcoming needs.
• Prepare and present reports on client metrics, achievements, and areas of focus.

Qualifications

• 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, Sales Engineer (SE), or Professional Services role within the technology industry.
• Strong understanding of observability solutions. Experience with Grafana, Prometheus, and Loki is a plus.
• Proven ability to manage multiple clients and projects simultaneously.
• Excellent problem-solving and analytical skills.
• Outstanding communication and interpersonal skills.