Grafana Labs

Observability Architect PST (Remote, USA)

United States

Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Software, Cloud Computing, DevOps, Monitoring & ObservabilityIndustries

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.

Skills

Customer Relationship Management
Technical Consulting
Troubleshooting
Observability
Stakeholder Communication
Problem-Solving
Ecosystem Knowledge
Product Feedback

Grafana Labs

Observability and monitoring solutions provider

About Grafana Labs

Grafana Labs specializes in observability and monitoring solutions for cloud infrastructure and applications. Its main product, Grafana, is an open-source metrics dashboard that allows users to visualize and analyze data from various sources. This helps businesses monitor the performance and health of their systems in real-time. Grafana Labs serves a wide range of clients, including large enterprises and individual developers, particularly in sectors like technology, finance, healthcare, and retail. Unlike many competitors, Grafana Labs offers both open-source and commercial products, generating revenue through premium features, enterprise support, and managed cloud services. The company's goal is to provide essential tools for monitoring and visualizing data, ensuring that digital services are reliable and efficient.

New York City, New YorkHeadquarters
2014Year Founded
$783.2MTotal Funding
SERIES_DCompany Stage
Data & Analytics, Enterprise SoftwareIndustries
1,001-5,000Employees

Benefits

30 days of paid vacation each year on top of national holidays, parental leave, & sick leave
Health coverage
4% contribution match on our 401(k)
$1,500 learning and development stipend
Udemy subscription
Complimentary subscription to Headspace
Discounts on a wide variety of services, including entertainment, food, and fitness.
Remote Work Option
Global Employee Assistance Program

Risks

Increased competition from Datadog, Dynatrace, and New Relic pressures Grafana to innovate.
Recent critical security vulnerabilities could affect customer trust and adoption.
Rapid regional expansion may strain resources and impact service quality.

Differentiation

Grafana Labs offers a unique open-source observability platform with extensive customization.
The company provides both self-managed and fully managed observability solutions for diverse needs.
Grafana Labs integrates AI to enhance data analysis and monitoring capabilities.

Upsides

Grafana Labs raised $270M, boosting its valuation to over $6 billion in 2024.
The company surpassed $250M in annual recurring revenue with over 5,000 customers.
Expansion into Southeast Asia shows Grafana's commitment to localized cloud services.

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