Observability Architect

Employment Type: [Not Specified] Location Type: Remote-First

Company Overview

Grafana Labs is a remote-first, open-source powerhouse with over 20 million users globally. Our open-source visualization tool, Grafana, is used to monitor diverse systems worldwide. Grafana Labs also supports over 3,000 companies, including Bloomberg, JPMorgan Chase, and eBay, in managing their observability strategies with the Grafana LGTM Stack (Grafana Mimir, Grafana Loki, and Grafana Tempo). We are scaling rapidly while staying true to our core values: an open-source legacy, a global collaborative culture, and a passion for meaningful work. Our team thrives in an innovation-driven environment characterized by transparency, autonomy, and trust.

We encourage you to apply even if you don't meet every requirement. If this role excites you, it could be a career-defining opportunity.

Position Overview

Grafana is seeking passionate individuals to join an elite team that will redefine post-sales technical partnership in the industry as Observability Architects. This role pioneers a new function, driving a transformation within our Customer Experience organization.

Observability Architects will guide customers on their journey to observability maturity. Working closely with Engagement Managers, you will be at the forefront of evolving our practice to meet unique customer demands. You will own the long-term adoption, expansion, and overall experience for your portfolio of Grafana customers.

As an Observability Architect, you will:

• Manage technical relationships.
• Provide strategic consulting.
• Ensure the successful achievement of value and ROI from our products.
• Possess a deep understanding of our technology and its ecosystem.
• Exhibit excellent problem-solving skills.
• Communicate effectively with both technical and non-technical stakeholders.
• Drive Grafana Labs's worldwide growth by becoming a strategic partner to existing customers, ensuring their happiness, success, and realization of genuine value.
• Serve as the primary technical contact for customers and their voice to Product Management and Engineering teams.

You will be an elite professional, driving customer results and setting the standard in the observability space.

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 adoption.
• Conduct regular technical reviews and health checks to ensure client success.
• Assist in Root Cause Analysis (RCA) to understand issues impacting customer satisfaction, retention, and product experience.
• Advise clients on best practices and strategies for leveraging our 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 our solutions, and drive adoption of new products and features.
• Develop and maintain strong, long-term relationships with key stakeholders.
• Own the customer lifecycle in collaboration with Engagement Managers and Onboarding Solutions Architects.
• Drive the adoption and effective use of our product suite within your customer portfolio to maximize their value from our platform and ensure a strong customer experience.

Requirements

[Not Specified]

Application Instructions

[Not Specified]