Observability Architect | EST | Remote

Grafana Labs

2d•$182,000 - $217,000•Remote

About The Position

Grafana Labs is seeking an Observability Architect to serve as the technical owner of long-term customer success. This role is for deeply technical experts who will architect and guide the implementation of complex observability solutions across modern infrastructure and application environments. The Observability Architect will build strategic relationships with engineers, SREs, and architects, ensuring Grafana's technology is deeply embedded into mission-critical systems. Working with Engagement Managers, they will lead technical discovery, design, onboarding, and enablement, focusing on delivering tangible outcomes. This role involves spotting patterns, solving hard problems, and guiding customers through their observability maturity curve. The Observability Architect will also represent the technical voice of the customer internally, shaping product feedback and roadmap priorities by collaborating with Engineering and Product Management. This is a hands-on, high-impact role for individuals who want to go deep, stay technical, and directly influence customer success at scale.

Requirements

Located on the East Coast
Bachelor’s degree in Computer Science, Information Technology, Math or a related field (or equivalent experience).
Experience deploying and operating Kubernetes.
5+ years of experience in a technical support, technical account management, consulting, SE or Professional Services role within the technology industry.
Strong understanding of observability solutions. Grafana, Prometheus, and Loki a plus.
Proven ability to manage multiple clients and projects simultaneously.
Excellent problem-solving and analytical skills.
Outstanding communication and interpersonal skills.
Experience with relevant tools and technologies, e.g., CRM software, ticketing systems, specific programming languages.
Ability to travel as needed to meet with clients (up to 25%).
Identify and provide timely workarounds and solutions to meet a customer’s business needs.
Some observability expertise, preferably architect level.
First class written and oral communication skills to collaborate with our remote-first internal teams and with our worldwide customers. Ability to articulate our value proposition and the technical advantages of our products.
Love solving technical challenges and thrive on bringing creative solutions to our customers.

Nice To Haves

5+ years of technical sales, TAM or other post sales technical experience, ideally with open source technologies, or in the observability space.
Great at connecting product usage to value (ROI).
Great at managing customer lifecycle.
Creative in solving customer adoption challenges.
Proactively assist customers with technical issues that may arise and assist in the troubleshooting and root cause analysis.
Technical mindset and a desire to grow technically. Great candidates may be a recent grad of a coding bootcamp or have previous post-sales or engineering experience.

Responsibilities

Serve as the primary technical point of contact for a portfolio of Grafana customers.
Design the observability maturity journey of customers and assist them on that path.
Provide expert-level troubleshooting and guidance to drive adoption.
Conduct regular technical reviews and health checks to ensure client success.
Assist in RCA to understand issues that affect customer satisfaction, retention, and overall product experience.
Advise clients on best practices and strategies for leveraging our technology to achieve their business goals.
Collaborate with clients to develop and execute technical roadmaps.
Identify opportunities for clients to optimize their cost, expand their use of our solutions and drive adoption of new products and features.
Develop and maintain strong, long-term relationships with key stakeholders.
With the support of our Engagement Managers and Onboarding Solutions Architects, own customer lifecycle.
Drive the adoption and effective use of our product suite within your customer portfolio to maximize their value from our platform and ensure a strong return on investment.
Act as the voice of the customer within the company, advocating for their needs, priorities and feature requests.
Conduct training sessions and workshops to educate clients on our technology.
Develop and deliver technical documentation, guides, and tutorials.
Work alongside account teams to participate in and/or conduct regular reviews with customers to identify areas for improvement, calculate ROI, assess their satisfaction, and discuss upcoming needs and projects.
Prepare and present reports on client metrics, achievements, and areas of focus.