Senior Observability Architect

About the Role

Join Grafana Labs as a Senior Observability Architect, pioneering a new function to redefine post-sales technical partnerships and drive the transformation of our Customer Experience organization. This is an exciting opportunity to orchestrate an industry-leading customer experience.

Responsibilities

• Serve as the primary technical point of contact for a portfolio of Grafana customers, owning their long-term adoption and experience.
• Design and guide customers through their observability maturity journey, providing expert-level troubleshooting and guidance.
• Conduct regular technical reviews, health checks, and Root Cause Analysis (RCA) to ensure client success and satisfaction.
• Advise clients on best practices, strategies, and technical roadmaps for leveraging Grafana Labs' technology to achieve business goals.
• Identify opportunities for cost optimization, solution expansion, and adoption of new products and features within customer portfolios.
• Act as the voice of the customer internally, advocating for their needs, priorities, and feature requests to Product Management and Engineering teams.
• Develop and deliver technical documentation, training sessions, and workshops to educate clients.
• Collaborate with account teams to 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 practical experience).
• 5+ years of experience in a technical support, technical account management, consulting, or professional services role within the technology industry.
• Strong understanding of observability solutions and experience deploying/operating Kubernetes.
• Proven ability to manage multiple clients and projects simultaneously.
• Excellent problem-solving, analytical, and communication skills, both written and verbal.
• Experience with relevant tools and technologies such as CRM software and ticketing systems.
• Ability to travel up to 25% to meet with clients as needed.

Nice-to-Haves

• Direct experience with Grafana, Prometheus, Loki, Mimir, or Tempo.
• 5+ years of post-sales technical experience, ideally with open-source technologies or in the observability space.
• Demonstrated ability to connect product usage to business value (ROI) and manage the customer lifecycle effectively.
• Creativity in solving customer adoption challenges and proactively assisting with technical issues.
• Architect-level observability expertise.
• A strong technical mindset with a desire for continuous growth and learning.