Remote Observability Architect

Summary

Join Grafana Labs as an Observability Architect and pioneer a new function that will redefine post-sales technical partnership in the industry. In this role, you'll plot the path to observability maturity and walk it with customers, working hand-in-glove with Engagement Managers. You'll own the long-term adoption, expansion, and overall experience of Grafana's customers, managing technical relationships, providing strategic consulting, and ensuring successful implementation and optimization of our products.

Requirements

• 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%)

Responsibilities

• Serve as the primary technical point of contact for a portfolio of clients
• Design the observability maturity journey of customers and assist them on that path
• Provide expert-level troubleshooting and guidance to drive adoption
• Assist clients with implementation, configuration, and optimization
• Conduct regular technical reviews and health checks to ensure client success. Assist in RCA
• Participate in onboarding and customer activation
• Advise clients on best practices and strategies for leveraging our technology to achieve their business goals
• Participate in services delivery rotation to keep skills current
• 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 features
• Assist in delivering PS engagements on a rotation to keep skills current. Generally 1-3 weeks/year
• Develop and maintain strong, long-term relationships with key stakeholders
• With the support of our Engagement Managers and Onboarding Solutions Architects, own customer lifecycle
• Be responsible for consumption, retention and expansion within your portfolio
• 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

Preferred Qualifications

• 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
• You will be creative in solving customer adoption challenges
• You can proactively assist customers with technical issues that may arise and assist in the troubleshooting and root cause analysis
• Identify and provide timely workarounds and solutions to meet a customer’s business needs
• You have 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
• You will love solving technical challenges and thrive on bringing creative solutions to our customers
• You should have a 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–we are excited to see what unique experiences and skill sets you bring to the table!