Observability Architect PST (Remote, USA)

Position Overview

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Grafana is seeking to build an elite team to redefine post-sales technical partnership in the industry with the role of Observability Architect. This is a pioneering role offering an exciting opportunity to drive a transformation within the Customer Experience organization.

Observability Architects will guide customers on their journey to observability maturity. They will work closely with Engagement Managers, who oversee service engagements and act as a Customer Lifecycle Centre of Excellence. As an Observability Architect, you will be at the forefront of evolving Grafana's practices to meet the unique demands of its customers.

You will be responsible for the long-term adoption, expansion, and overall experience of your portfolio of Grafana customers. The OA will manage technical relationships, provide strategic consulting, and ensure customers successfully achieve value and ROI from Grafana's products. This role requires a deep understanding of Grafana's technology, its ecosystem, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical stakeholders. Ultimately, you will drive Grafana Labs’s worldwide growth by becoming a strategic partner to existing customers, ensuring their happiness, success, and realization of genuine value.

The OA will also serve as the primary technical contact for customers and their advocate to the Product Management and Engineering teams.

Key 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 Grafana 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 Grafana 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.
• Drive the adoption and effective use of Grafana's product suite within your customer portfolio to maximize their value and ensure a strong return on investment.
• 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's 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 satisfaction, and discuss upcoming needs and projects.
• 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.