Senior Observability Architect

Summary

Join Grafana Labs as an Observability Architect in Japan and redefine post-sales technical partnerships. This pioneering role focuses on driving long-term customer success by guiding adoption, expansion, and value realization of Grafana's observability solutions. You will serve as the primary technical contact for key accounts, providing expert guidance, troubleshooting, and strategic consulting. Responsibilities include designing observability roadmaps, conducting technical reviews, advising on best practices, and developing tailored technical plans. You will also build strong customer relationships, collaborate with internal teams, and advocate for customer needs. This role requires strong technical skills, experience in customer success, and the ability to travel up to 25% within Japan.

Requirements

• 5+ years of experience in technical account management, consulting, professional services, or a related post-sales technical role in the technology industry
• Proven ability to manage multiple customer relationships and technical projects concurrently
• Strong understanding of observability solutions, with hands-on experience in tools such as Grafana, Prometheus, and Loki
• Skilled in deploying and operating Kubernetes environments
• Exceptional problem-solving, analytical, and communication skills
• Experience working with tools such as CRM systems, ticketing platforms, and modern cloud technologies
• Ability to deliver both technical depth and business value in customer interactions
• Comfortable with travel (up to 25%) to support customer engagements across Japan
• Bachelor’s degree in Computer Science, Information Technology, Mathematics, or equivalent experience

Responsibilities

• Serving as the primary technical point of contact for a portfolio of Grafana customers in Japan
• Designing and guiding customers through their observability maturity roadmap
• Providing expert-level guidance and troubleshooting to drive product adoption
• Conducting regular technical reviews and health checks, including root cause analyses
• Advising on best practices and helping customers align Grafana’s technology with their business goals
• Developing and executing tailored technical roadmaps with clients
• Identifying opportunities to optimise costs and increase adoption of new features and products
• Building and maintaining long-term relationships with key customer stakeholders
• Collaborating closely with Engagement Managers and Onboarding Solutions Architects throughout the customer lifecycle
• Acting as a customer advocate internally, representing their needs to Product Management and Engineering
• Conducting training sessions, workshops, and developing technical documentation and tutorials
• Participating in regular customer business reviews, assessing satisfaction, value delivery, and future requirements
• Preparing reports on customer performance, engagement metrics, and strategic recommendations

Preferred Qualifications

• 5+ years of experience in technical sales, technical account management, or post-sales customer success roles, particularly within the observability or open source space
• Expertise in managing the full customer lifecycle and linking product usage to measurable ROI
• Ability to proactively identify and resolve adoption challenges through creative, customer-focused solutions
• Strong written and verbal communication skills for working in a remote-first environment and across international teams
• A technical mindset, passion for solving challenges, and a desire to grow your technical expertise
• Previous experience as an engineer or graduate of a coding bootcamp with a desire to build technical depth in observability

Benefits

• Equity
• Bonus (if applicable)
• 100% Remote, Global Culture
• Scaling Organization
• Transparent Communication
• Innovation-Driven
• Open Source Roots
• Empowered Teams
• Career Growth Pathways
• Approachable Leadership
• Passionate People
• In-Person onboarding
• 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. *We will comply with local legislation where applicable