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 encourage product adoption.

• Perform technical assessments and health evaluations; aid in root cause analysis.

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

• Collaborate with clients to create and implement technical roadmaps.

• Spot opportunities to reduce costs, enhance solution usage, and promote the adoption of new products and features.

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

• Manage the customer lifecycle in partnership with Engagement Managers and Onboarding Solutions Architects.

• Encourage adoption and effective utilization of Grafana’s product suite to maximize platform value and return on investment (ROI).

• 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, assess satisfaction, and discuss upcoming requirements.

• Prepare and present reports on client metrics, accomplishments, and focal points.

• Design and oversee complex observability implementations across infrastructure and application environments.

• Collaborate with Engineering and Product Management to influence product feedback and roadmap priorities.

⛳️ Requirements

• Must be located on the East Coast.

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

• Experience with deploying and managing Kubernetes.

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

• Strong comprehension of observability solutions; familiarity with Grafana, Prometheus, and Loki is a plus.

• Capability to manage multiple clients and projects at the same time.

• Excellent problem-solving and analytical abilities.

• Exceptional communication and interpersonal skills.

• Experience with relevant tools and technologies, including CRM software, ticketing systems, and programming languages.

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

• Expertise in observability, preferably at an architect level.

• Proficient written and verbal communication skills.

• Ability to clearly articulate Grafana’s value proposition and technical product benefits.

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

• Familiarity with technical sales, Technical Account Management (TAM), or post-sales technical work is a bonus.

• Recent coding bootcamp graduates or candidates with post-sales or engineering experience may also be considered.

🏝️ Benefits

• Restricted Stock Units (RSUs) for every team member.

• 100% remote work with a global culture.

• Opportunities for career advancement.

• In-person onboarding experience.

• 30 days of annual leave each year.

• 3 annual leave days allocated for Grafana Shutdown Days.

• Transparent communication and regular updates company-wide.

• Freedom and support to produce excellent work and explore new ideas.

• Empowered, high-trust, low-ego culture.

• Approachable and transparent leadership.