Senior Observability Architect

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

📋 Description

• Act as the main technical liaison for a portfolio of Grafana clients.

• Design and guide customers through their observability maturity journeys.

• Provide expert troubleshooting and guidance to enhance adoption rates.

• Perform technical reviews, health checks, root-cause analyses, and customer satisfaction evaluations.

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

• Create and implement technical roadmaps in collaboration with clients.

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

• Foster and maintain long-term relationships with stakeholders.

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

• Encourage product adoption to maximize customer value and return on investment.

• Advocate for customer needs, priorities, and feature requests within the organization.

• Lead training sessions and workshops.

• Develop and produce technical documentation, guides, and tutorials.

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

• Prepare and deliver reports on client metrics, accomplishments, and focus areas.

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

⛳️ Requirements

• Must be located in Melbourne or Sydney.

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

• Proven experience in deploying and operating Kubernetes.

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

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

• Capable of managing multiple clients and projects at the same time.

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

• Willingness to travel as required to meet with clients, up to 25%.

• Expertise in observability, preferably at an architect level.

• Exceptional written and verbal communication skills.

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

• Alternative to a Bachelor’s degree: equivalent experience.

🏝️ Benefits

• Restricted Stock Units (RSUs).

• Fully remote work with a global remote culture.

• Opportunities for career advancement.

• In-person onboarding experience.

• 30 days of annual leave per year, including 3 Grafana Shutdown Days.

• Open communication and regular updates at the company-wide level.

• Independence and support to produce exceptional work.

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

• Approachable leadership.

• Collaboration with a global team.