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Observability Architect EST (Remote, USA)

United States (Remote)

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.

Are you passionate about orchestrating an industry-leading customer experience? Grafana is evolving to create an elite team that will redefine post sales technical partnership in the industry: the Observability Architect. In this role, you’ll pioneer this new function. It’s an exciting opportunity to help drive a transformation of our Customer Experience organization. 

Position Overview: 

Observability Architects will plot the path to observability maturity and walk it with the customer. They will work hand in glove with our Engagement Managers, who manage service engagements and serve as a customer lifecycle Centre of Excellence. As an Observability Architect, you will be at the vanguard of evolving our practice to meet the unique demands of our customers. 

You will own the long term adoption, expansion and overall experience of your portfolio of Grafana's customers . The OA is responsible for managing technical relationships, providing strategic consulting, and ensuring the successful achievement of value and ROI of our products. This role requires a deep understanding of our technology, the ecosystem around it, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical stakeholders. In short, you will drive Grafana Labs’s worldwide growth by becoming a strategic partner of existing customers to ensure they are happy, successful and realizing genuine value. 

The OA will also be our customers’ primary technical contact as well as their voice to the Product Management and Engineering teams. 

You’ll be elite, drive customer results and be the envy of the observability space.

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 RCA to understand issues that affect customer satisfaction, retention, and overall 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 their cost, expand their use of our solutions and drive adoption of new products and features.
  • Develop and maintain strong, long-term relationships with key stakeholders.
  • With the support of our Engagement Managers and Onboarding Solutions Architects, own customer lifecycle.
  • 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 return on investment.
  • Act as the voice of the customer within the company, advocating for their needs, priorities and feature requests.
  • Conduct training sessions and workshops to educate clients on our 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 their 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, SE or Professional Services role within the technology industry. 
  • Strong understanding of observability solutions. Grafana, Prometheus, and Loki a plus.
  • Proven ability to manage multiple clients and projects simultaneously.
  • Excellent problem-solving and analytical skills.
  • Outstanding communication and interpersonal skills.
  • Experience with relevant tools and technologies, e.g., CRM software, ticketing systems, specific programming languages.
  • Ability to travel as needed to meet with clients (up to 25%).

What would make you a good fit for this role?

  • 5+ years of technical sales, TAM or other post sales technical experience, ideally with open source technologies, or in the observability space.
  • Great at connecting product usage to value (ROI).
  • Great at managing customer lifecycle.
  • You will be creative in solving customer adoption challenges.
  • You can proactively assist customers with technical issues that may arise and assist in the troubleshooting and root cause analysis. 
  • Identify and provide timely workarounds and solutions to meet a customer’s business needs.
  • You have some observability expertise, preferably architect level
  • First class written and oral communication skills to collaborate with our remote-first internal teams and with our worldwide customers.  Ability to articulate our value proposition and the technical advantages of our products
  • You will love solving technical challenges and thrive on bringing creative solutions to our customers
  • You should have a technical mindset and a desire to grow technically. Great candidates may be a recent grad of a coding bootcamp or have previous post-sales or engineering experience–we are excited to see what unique experiences and skill sets you bring to the table!  

In the US, the OTE compensation range for this role is $198,000 - $237,000.  Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable) and other benefits listed here.

*Compensation ranges are country specific. If you are applying for this role from a different location than listed above, your recruiter will discuss your specific market’s defined pay range & benefits at the beginning of the process.

Why You’ll Thrive at Grafana Labs:

  • Scaling Organization – Tackle meaningful work in a high-growth, ever-evolving environment.
  • Remote-First, Global Culture – Work from anywhere with collaboration at the heart of everything we do.
  • Transparent Communication – Expect open decision-making and regular company-wide updates.
  • Innovation-Driven – Autonomy and support to ship great work and try new things.
  • Open Source Roots – Built on community-driven values that shape how we work.
  • Empowered Teams – High trust, low ego culture that values outcomes over optics.
  • Career Growth Pathways – Defined opportunities to grow and develop your career.
  • Approachable Leadership – Transparent execs who are involved, visible, and human.
  • Passionate People – Join a team of smart, supportive folks who care deeply about what they do.
  • In-Person onboarding - We want you to thrive from day 1 with your fellow new ‘Grafanistas’ to learn all about what we do and how we do it. 
  • Balance is Key - We operate a global annual leave policy of 30 days per annum. 3 days of your annual leave entitlement are reserved for Grafana Shutdown Days to allow the team to really disconnect. *We will comply with local legislation where applicable.

Equal Opportunity Employer: We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we’re working hard to make sure that’s the foundation of our organization as we grow.

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