Director, Observability Architecture | USA | Remote

Grafana Labs

131d • $289,000 - $347,000

About The Position

Grafana Labs is a remote-first, open-source powerhouse. There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise Stack, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo). We’re scaling fast and staying true to what makes us different: an open-source legacy, a global collaborative culture, and a passion for meaningful work. Our team thrives in an innovation-driven environment where transparency, autonomy, and trust fuel everything we do. You may not meet every requirement, and that’s okay. If this role excites you, we’d love you to raise your hand for what could be a truly career-defining opportunity. Are you passionate about orchestrating an industry-leading customer experience? Grafana is evolving to create an elite team that will redefine post sales technical partnership in the industry: the Observability Architect. In this role, you’ll build the team who pioneers this new function. This is an exciting opportunity to lead a transformation of our Global Customer Experience organization.

Requirements

• 3+ years leading a post-sales technical organization, with 5+ years of experience in the high-tech industry in roles such as TAM Manager, SE Manager, Professional Services Manager, SRE Manager, or Sales Engineer/Architect Manager.
• Direct technical experience in observability or closely related field.
• Direct experience mentoring, developing people and managing performance over time.
• Experience in Open Source or Cloud first/Product lifecycle management is a big plus.
• Deep operational expertise in observability, monitoring, and data/visualization products.
• Demonstrated success driving customer adoption and solving complex technical challenges.
• Hire and maintain teams that can assist customers in troubleshooting technical issues that may arise as well as assisting with RCA.
• Experience forecasting headcount needs.
• First class written and oral communication skills to collaborate with our remote-first internal teams and with our worldwide customers.
• Ability to skillfully articulate our value proposition and the technical advantages of our products.
• Love running teams that solve technical challenges and thrive on bringing creative solutions to our customers.

Nice To Haves

• Experience in Open Source or Cloud first/Product lifecycle management.

Responsibilities

• Build, lead, coach a team of great managers and Observability Architects from diverse backgrounds and experiences, attracting top talent and ensuring their long-term success.
• Guide the Observability Architecture team to be a trusted, technically deep partner for customers as they adopt and scale our platform.
• Drive operational excellence to increase consumption, retention, and expansion, while proactively identifying and mitigating risk.
• Develop and innovate strategic programs that help drive customer success and business growth.
• Work alongside the Engagement Management team to define, build, enhance and execute impactful customer lifecycle frameworks.
• Direct the bulk of your day-to-day work based on guidance and goals from leadership, owning the planning, actions and outcomes of your teams.
• Partner with the Global Sales leadership on customer programs, marketing initiatives and community/company events to drive adoption and expansion within our customer base.
• Executive sponsorship of key accounts will be key to your success.
• Ensure that your customers’ requirements are being met with our product through partnership with Product Management and Engineering.
• Own and report on the quarter over quarter cadence of your team while they help prospects evaluate our software with demonstrations, technical deep dives, and trials.
• Manage renewals forecasting.
• Build a team that educates and enables viewers, editors, and architects on how to leverage the Grafana stack.
• Work closely with our sales team to articulate the overall Grafana value proposition, vision, and strategy to customers.
• Work with the team to enhance documentation, write blog posts, record videos, contribute knowledge base articles, and create other public and internal enablement material.

Benefits

• 100% Remote, Global Culture.
• Scaling Organization – Tackle meaningful work in a high-growth, ever-evolving environment.
• Transparent Communication – Expect open decision-making and regular company-wide updates.
• Innovation-Driven – Autonomy and support to ship great work and try new things.
• Open Source Roots – Built on community-driven values that shape how we work.
• Empowered Teams – High trust, low ego culture that values outcomes over optics.
• Career Growth Pathways – Defined opportunities to grow and develop your career.
• Approachable Leadership – Transparent execs who are involved, visible, and human.
• Passionate People – Join a team of smart, supportive folks who care deeply about what they do.
• In-Person onboarding.
• Global annual leave policy of 30 days per annum.

What This Job Offers

• Job Type: Full-time
• Number of Employees: 1,001-5,000 employees