Onboarding Solutions Architect

Summary

Join Grafana Labs' Professional Services team as an Onboarding Solutions Architect and play a pivotal role in accelerating customer value realization. You will be responsible for ensuring new customers are fully activated and receiving value within 90 days of purchase. This involves providing onboarding training, implementation assistance, and technical consultation. You will work directly with customers to implement Grafana Alloy, optimize their consumption, and co-create a customer center of excellence. The ideal candidate possesses strong technical expertise in observability, project management skills, and excellent communication abilities. This is a hands-on role requiring a passion for customer engagement and technical delivery within a fast-paced, growing company.

Requirements

• 2+ years of experience working on deployment teams, using project management techniques
• Direct experience with o11y
• Best practices for both using and deploying an o11y stack (visualization, alerting, metrics, logs, traces) - preferably with Grafana products (Grafana, Prometheus/Cortex/Enterprise Metrics, Loki/Enterprise Logs, Jaeger/Tempo)
• A proven track record of successful delivery of customer projects, preferably enterprise o11y implementations for large customers
• Self-starter, adept at picking up new skills and technologies, and eager to break new ground
• Excellent communication skills to communicate with customers, partners, and internal members
• Vision to help us take our company to the next level
• *nix and Windows Server Administration
• Kubernetes (kubectl, Helm, Tanka preferred)
• Experience with Cloud Platforms - AWS, GCP, Azure
• Systems Architecture design
• Software Engineering experience and or ability to read code (GoLang/JS/TypeScript)

Responsibilities

• Provision licenses for new customers
• Directly implement Grafana functionality during customer onboarding
• Be responsible for full activation within 90 days
• Collaborate with Sales, SEs and Observability Architects to ensure a smooth and seamless knowledge transfer from pre to post sales
• Teach training sessions using our standard content
• Collaborate with Customer Experience strategy teams to create and manage engaging and useful onboarding documentation, videos, presentation material for customers
• Document and share customer success and intervention stories
• Maintain a high level of professionalism, empathy, business, and technical acumen across multiple customers at one time, connecting trends and themes as you go
• Have deep observability expertise in order to implement, train and troubleshoot with our customers
• Enjoy problem solving to understand what your customer is looking to resolve, mapping solutions to the gaps and outlining the value against the proposed solution
• Work with the team to enhance customer documentation and create internal enablement material
• Effective in understanding business needs and distilling the information into business and technical requirements
• Comfortable working with business and technological requirements and translating into the design of solutions, including data visualization, workflow recommendations, migrations, and enterprise scale architecture
• Be a strong advocate for adherence to standards and best practices
• Stay current on Grafana Labs, observability, and related technologies
• Be a key resource for our Sales, Product Management, Engineering, Support, and Professional Services teams as they look to drive innovation and improvements into future product and offering enhancements

Preferred Qualifications

Experience as an Onboarding Solutions Architect

Benefits

• Equity
• Bonus (if applicable)