Remote Observability Architect

closed
Logo of Grafana Labs

Grafana Labs

πŸ’΅ $123k-$149k
πŸ“Remote - Australia

Job highlights

Summary

Join Grafana Labs's elite team as an Observability Architect and help drive the transformation of customer experience organization by orchestrating industry-leading customer experience.

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

Benefits

  • OTE compensation range for this role is AUD 190,000 - AUD 230,000
  • Equity
  • Bonus (if applicable)
This job is filled or no longer available