Solutions Architect (ProServ)

Position Overview

Grafana Labs is seeking a Solutions Architect (ProServ) to join our world-class Customer Experience (CX) team. As a Solutions Architect, you will provide customers with specialized business and technical consultation and guidance to achieve their objectives using Grafana. You will act as a professional services partner, understanding customer challenges and guiding them to solutions through training, roadmapping, and specialized consulting. This role is not quota/sales-based, allowing for authentic focus on customer best interests. You will share relevant stories and best practices across customers, delivering a white-glove service engagement.

Key Responsibilities

• Be hands-on-keyboard, understanding the ecosystem of services customers use and working with them to ensure success with Grafana.
• Manage the lifecycle of customer onboarding and adoption of Grafana offerings and features, ensuring world-class experiences and time to value.
• Deliver packaged training, quick-starts, session cataloging, project and roadmap assurance, and specialized consulting for high-priority customers with complex technical requirements and resource constraints.
• Act as an extra set of hands, hearts, and brains for customers (virtually or on-site).
• Manage ongoing support to customers, ensuring they continue to get value from commercial products and OSS projects.
• Monitor support requests to identify recurring issues, acting as the voice of the customer, and work with product teams to recommend changes and improvements.
• Work effectively with customers, including business executives, project managers, and IT development staff.
• Understand business needs and translate them into business and technical requirements.
• Translate complex business and technological requirements into solution designs, including data visualization, workflow recommendations, migrations, and enterprise-scale architecture.
• Act as a functional lead, demonstrating a clear approach to methodology and functional capabilities.
• Lead functional workshops with customers, document requirements, and design appropriate solutions.
• Advocate for adherence to standards and best practices.
• Stay current on Grafana Labs, observability, and related technologies.
• Serve as a key resource for Sales, Product Management, Engineering, Support, and Professional Services teams to drive innovation and improvements into future product and offering enhancements.

Requirements

• 5+ years of experience.
• Hands-on keyboard experience.
• Proficiency in playing in the command line.
• Enjoy customer engagement, project management, and technical delivery.
• Base project management skills to monitor customer initiative progress.
• Understanding of the importance of Kubernetes, its relation to Prometheus, the difference between logs and metrics, and concepts like "pets vs. cattle."

Employment Type

• [Details not provided]

Salary

• [Details not provided]

Location Type

• Remote

Application Instructions

• [Details not provided]

Company Information

• Grafana Labs is looking for talented individuals to join their Customer Experience (CX) team.