Associate Observability Architect

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main technical liaison for a group of Grafana customers.

• Design and guide customers through their observability maturity journeys.

• Offer expert-level troubleshooting and support to enhance product adoption.

• Perform technical evaluations and health assessments; assist in root cause investigations.

• Counsel clients on optimal practices and strategies for utilizing Grafana technology.

• Work collaboratively with clients to create and implement technical roadmaps.

• Identify opportunities to reduce costs, increase solution usage, and promote new product features.

• Forge and sustain long-term relationships with key stakeholders.

• Manage the customer lifecycle alongside Engagement Managers and Onboarding Solutions Architects.

• Promote the adoption and effective utilization of the product suite to maximize customer value and return on investment.

• Represent the customer's voice internally, advocating for their needs, priorities, and feature requests.

• Facilitate client training sessions and workshops.

• Create and provide technical documentation, guides, and tutorials.

• Engage in customer reviews to pinpoint improvements, calculate ROI, gauge satisfaction, and discuss future requirements.

• Compile and present reports on client metrics, achievements, and focus areas.

• Design and direct complex observability solution implementations.

• Influence product feedback and roadmap priorities in collaboration with Engineering and Product Management.

⛳️ Requirements

• Reside on the West Coast.

• Hold a Bachelor’s degree in Computer Science, Information Technology, Mathematics, or a related discipline, or possess equivalent experience.

• Have over 5 years of experience in technical support, technical account management, consulting, sales engineering, or Professional Services within the technology sector.

• Demonstrated experience in deploying and managing Kubernetes.

• Strong grasp of observability solutions.

• Familiarity with Grafana, Prometheus, and Loki is advantageous.

• Capability to manage multiple clients and projects concurrently.

• Exceptional problem-solving and analytical abilities.

• Excellent communication and interpersonal skills.

• Proficiency with relevant tools and technologies, such as CRM software, ticketing systems, and programming languages.

• Willingness to travel as required to meet clients, up to 25% of the time.

• Skill in identifying and providing timely workarounds and solutions for customer business needs.

• Some expertise in observability, ideally at an architect level.

• Strong written and verbal communication skills.

• Ability to convey the company's value proposition and technical product benefits.

• Competence in resolving technical challenges and devising innovative customer solutions.

• Bonus: More than 2 years of experience in technical sales, TAM, or other post-sales technical roles.

• Bonus: Experience with open-source technologies or observability.

• Bonus: Recent coding bootcamp graduates or those with prior post-sales/engineering experience may be considered.

🏝️ Benefits

• Restricted Stock Units (RSUs).

• 100% remote work flexibility.

• Career Growth Pathways – Clear opportunities for professional development.

• In-Person onboarding experience.

• Global annual leave policy offering 30 days per year.

• Three annual leave days allocated for Grafana Shutdown Days.

• Open communication and regular updates across the company.

• Freedom and support to deliver exceptional work and explore new initiatives.

• Empowered teams foster a high-trust, low-ego culture.

• Approachable and transparent leadership.