
Senior Observability Architect
Posted 20 hours ago

Posted 20 hours ago
This is a fully remote position, open to applicants in California.
• 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.
• 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.
• 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.
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