Senior Observability Architect | Tokyo, Japan

About Grafana Labs

Grafana Labs is a remote-first, open-source powerhouse. There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise Stack, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo).

We’re scaling fast and staying true to what makes us different: an open-source legacy, a global collaborative culture, and a passion for meaningful work. Our team thrives in an innovation-driven environment where transparency, autonomy, and trust fuel everything we do.

You may not meet every requirement, and that’s okay. If this role excites you, we’d love you to raise your hand for what could be a truly career-defining opportunity.

The Opportunity

Grafana Labs is hiring an Observability Architect to join our Customer Experience organisation and help redefine post-sales technical partnership. This is a pioneering role for a technically skilled professional who will drive long-term customer success by guiding adoption, expansion, and value realisation. You will be responsible for delivering an exceptional customer experience across a portfolio of key accounts in Japan, supporting their observability maturity journey with strategic consulting and expert-level support.

What You’ll Be Doing

• Serving as the primary technical point of contact for a portfolio of Grafana customers in Japan
• Designing and guiding customers through their observability maturity roadmap
• Providing expert-level guidance and troubleshooting to drive product adoption
• Conducting regular technical reviews and health checks, including root cause analyses
• Advising on best practices and helping customers align Grafana’s technology with their business goals
• Developing and executing tailored technical roadmaps with clients
• Identifying opportunities to optimise costs and increase adoption of new features and products
• Building and maintaining long-term relationships with key customer stakeholders
• Collaborating closely with Engagement Managers and Onboarding Solutions Architects throughout the customer lifecycle
• Acting as a customer advocate internally, representing their needs to Product Management and Engineering
• Conducting training sessions, workshops, and developing technical documentation and tutorials
• Participating in regular customer business reviews, assessing satisfaction, value delivery, and future requirements
• Preparing reports on customer performance, engagement metrics, and strategic recommendations

What Makes You a Great Fit

• 5+ years of experience in technical account management, consulting, professional services, or a related post-sales technical role in the technology industry
• Proven ability to manage multiple customer relationships and technical projects concurrently
• Strong understanding of observability solutions, with hands-on experience in tools such as Grafana, Prometheus, and Loki
• Skilled in deploying and operating Kubernetes environments
• Exceptional problem-solving, analytical, and communication skills
• Experience working with tools such as CRM systems, ticketing platforms, and modern cloud technologies
• Ability to deliver both technical depth and business value in customer interactions
• Comfortable with travel (up to 25%) to support customer engagements across Japan
• Bachelor’s degree in Computer Science, Information Technology, Mathematics, or equivalent experience

Bonus Points For

• 5+ years of experience in technical sales, technical account management, or post-sales customer success