Grafana Labs is hiring a Senior Observability Architect | EST or PST | Remote

About the Role

Role details below.

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 maintain 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.

Requirements

• Located on the West Coast or East Coast
• 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
• 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%)
• 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 cus

Work Arrangement

global