Grafana Labs - Solutions Architect (ProServ)

Position Overview

Grafana Labs is a remote-first, open-source company with over 20 million users globally. We empower organizations to monitor their systems and data using Grafana, the open-source visualization tool. Our products, including the Grafana LGTM Stack (Grafana Mimir for metrics, Grafana Loki for logs, and Grafana Tempo for traces), help over 3,000 companies manage their observability strategies. We are a fast-growing company with a strong open-source legacy, a global collaborative culture, and a passion for meaningful work. We foster an innovation-driven environment built on transparency, autonomy, and trust.

We are seeking a Solutions Architect (ProServ) to join our world-class Customer Experience (CX) team. As a Solutions Architect, you will provide specialized business and technical consultation and guidance to customers, helping them achieve their objectives using Grafana.

What You'll Be Doing

• Customer Partnership: Act as a professional services partner, understanding customer challenges and guiding them to solutions through training, roadmapping, and specialized consulting.
• Authentic Guidance: Provide advice that is not quota/sales-based, genuinely prioritizing the customer's best interests.
• Knowledge Sharing: Share relevant stories and best practices across customers to help them achieve their goals, delivering a white-glove service experience for offerings, features, and overall engagement.
• Hands-on Technical Expertise: Be hands-on with technology, understanding the ecosystem of services customers use and ensuring their success with Grafana at the core. This includes understanding technologies like Kubernetes, Prometheus, and fundamental observability concepts (metrics, logs, traces).
• Customer Lifecycle Management: Manage the lifecycle of customer onboarding and adoption of Grafana offerings and features, ensuring world-class experiences and rapid time-to-value.
• Service Delivery: 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. This may involve acting as an extension of the customer's team, virtually or on-site.
• Ongoing Support & Advocacy: Manage ongoing support to ensure customers continue to derive value from our commercial products and open-source projects. Monitor support requests to identify recurring issues, act as the voice of the customer, and recommend product changes and improvements to our product teams.
• Success Factors: Success in this role requires a continued passion for hands-on keyboard work, proficiency in the command line, and enjoyment of customer engagement, project management, and technical delivery.
• Project Management: Possess base project management skills to monitor the progress of customer initiatives.
• Business Acumen: Effectively engage with customers, including business executives, project managers, and IT development staff.
• Requirements Translation: Understand business needs and translate them into clear business and technical requirements.
• Complex Problem Solving: Comfortably work with complex business and technological requirements and translate them into actionable solutions.

Company Culture & Values

• Remote-first, open-source powerhouse.
• Global collaborative culture.
• Passion for meaningful work.
• Innovation-driven environment.
• Emphasis on transparency, autonomy, and trust.
• We encourage you to apply even if you don't meet every requirement. If the role excites you, we want to hear from you!