Observability Architect

Summary

Join Grafana Labs as an Observability Architect and pioneer a new function redefining post-sales technical partnerships. You will own the long-term adoption and experience of your customer portfolio, managing technical relationships and providing strategic consulting to ensure successful value and ROI. This role requires deep understanding of Grafana's technology and ecosystem, excellent problem-solving, and effective communication with technical and non-technical stakeholders. You will be the primary technical contact for customers, acting as their voice to product and engineering teams. You'll drive customer results and contribute to Grafana Labs' worldwide growth by ensuring customer happiness and success. This is a remote-first position with a competitive compensation package.

Requirements

• 5+ years of technical sales, TAM or other post sales technical experience, ideally with open source technologies, or in the observability space
• Experience deploying and operating Kubernetes
• 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!

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

Preferred Qualifications

• Strong understanding of observability solutions. Grafana, Prometheus, and Loki a plus
• Proven ability to manage multiple clients and projects simultaneously
• Ideally you are located in Bangalore, this is the prioritised location

Benefits

• In India, the OTE (On-Target Earnings) compensation range for this role is INR 5,977,000 - INR 7,172,933
• Actual compensation may vary based on level, experience, and skillset as assessed throughout the interview process
• All of our roles include Restricted Stock Units (RSUs), giving every team member ownership in Grafana Labs' success
• 100% Remote, Global Culture - As a remote-only company, we bring together talent from around the world, united by a culture of collaboration and shared purpose
• 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 - We want you to thrive from day 1 with your fellow new ‘Grafanistas’ to learn all about what we do and how we do it
• Balance is Key - We operate a global annual leave policy of 30 days per annum
• 3 days of your annual leave entitlement are reserved for Grafana Shutdown Days to allow the team to really disconnect