Senior Observability Architect

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

📋 Description

• Act as the main technical representative for a group of Grafana clients.

• Design and guide customers through their observability maturity journey.

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

• Perform regular technical evaluations and health assessments to ensure client success. Assist in Root Cause Analysis (RCA) to comprehend issues impacting customer satisfaction, retention, and overall product experience.

• Counsel clients on best practices and strategies for utilizing our technology to meet their business objectives.

• Collaborate with clients to create and implement technical roadmaps.

• Discover opportunities for clients to reduce costs, expand their use of our solutions, and promote the adoption of new products and features.

• Build and sustain strong, long-lasting relationships with key stakeholders.

• With the assistance of Engagement Managers and Onboarding Solutions Architects, manage the customer lifecycle.

• Foster the adoption and effective usage of our product suite within your customer portfolio to maximize their value from our platform and ensure a strong return on investment.

• Represent the voice of the customer within the company, advocating for their needs, priorities, and feature requests.

• Lead training sessions and workshops to educate clients about our technology.

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

• Collaborate with account teams to engage in and/or lead regular reviews with customers to identify areas for improvement, calculate ROI, evaluate their satisfaction, and discuss future needs and projects.

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

⛳️ Requirements

• Must be located on the West Coast.

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

• Experience in deploying and managing Kubernetes.

• Over 5 years of experience in a technical support, technical account management, consulting, solutions engineering, or professional services role within the technology sector.

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

• Proven capability to handle 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 specific programming languages.

• Willingness to travel as necessary to meet with clients (up to 25%).

• Ability to identify and provide prompt workarounds and solutions to fulfill a customer’s business requirements.

• Some observability expertise is preferred, ideally at the architect level.

• First-class written and verbal communication skills to collaborate effectively with our remote-first internal teams and our global customers. Ability to convey our value proposition and the technical benefits of our products.

• A passion for solving technical challenges and a knack for delivering innovative solutions to our customers.

🏝️ Benefits

• 100% Remote, fostering a global culture.

• Opportunity to be part of a scaling organization.

• Commitment to transparent communication.

• Innovation-driven work environment.

• Strong open-source roots.

• Empowered teams with autonomy.

• Clear career growth pathways.

• Approachable leadership style.

• Team of passionate individuals.

• In-person onboarding experience.

• Emphasis on work-life balance with 30 days of annual leave.