Senior Observability Architect

About the Role

At Grafana Labs, we're redefining post-sales technical partnership. This role is for deeply technical experts ready to step into strategic leadership, architecting and guiding complex observability solutions for our most important customers.

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 of Grafana's solutions.
• Conduct regular technical reviews and health checks, assisting in root cause analysis for customer issues.
• Advise clients on best practices and strategies for leveraging our technology to achieve business goals.
• Collaborate with clients to develop and execute technical roadmaps.
• Identify opportunities for clients to optimize costs, expand solution usage, and adopt new products.
• Develop and maintain strong, long-term relationships with key stakeholders.
• Own the customer lifecycle, supported by Engagement Managers and Onboarding Solutions Architects.
• Drive the adoption and effective use of our product suite to maximize customer value and ROI.
• Act as the voice of the customer internally, advocating for their needs and influencing product roadmap priorities.
• Conduct training sessions and workshops to educate clients on our technology.
• Develop and deliver technical documentation, guides, and tutorials.
• Participate in regular customer reviews to identify improvements, assess satisfaction, and discuss future needs.
• Prepare and present reports on client metrics, achievements, and areas of focus.

Requirements

• 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, with experience in Grafana, Prometheus, and Loki being 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%).
• Ability to identify and provide timely workarounds and solutions to meet customer business needs.
• Observability expertise, preferably at an architect level.
• First-class written and oral communication skills for collaborating with remote internal teams and worldwide customers, articulating value proposition and technical advantages.
• A passion for solving technical challenges and bringing creative solutions to customers.

Nice-to-Haves

• 5+ years of technical sales, TAM, or other post-sales technical experience, ideally with open-source technologies or in the observability space.
• Proficiency in connecting product usage to business value (ROI).
• Experience in managing the full customer lifecycle.
• Creativity in solving customer adoption challenges.
• Proactive assistance with technical issues and participation in troubleshooting and root cause analysis.
• A strong technical mindset and a desire for continuous technical growth.