Observability Architect (Remote, USA)

Are you passionate about orchestrating an industry-leading customer experience? Grafana is evolving to create an elite team that will redefine post sales technical partnership in the industry: the Observability Architect. In this role, you’ll pioneer this new function. It’s an exciting opportunity to help drive a transformation of our Customer Experience organization. 

Position Overview: 

Observability Architects will plot the path to observability maturity and walk it with the customer. They will work hand in glove with our Engagement Managers, who manage service engagements and serve as a customer lifecycle Centre of Excellence. As an Observability Architect, you will be at the vanguard of evolving our practice to meet the unique demands of our customers. 

You will own the long term adoption, expansion and overall experience of Grafana's customers. The OA is responsible for managing technical relationships, providing strategic consulting, and ensuring the successful implementation and optimization of our products. This role requires a deep understanding of our technology, the ecosystem around it, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical stakeholders. In short, you will drive Grafana Labs’s worldwide growth by educating existing customers to ensure they are happy, successful and realizing genuine value. 

The OA will also be our customers’ primary technical contact as well as their voice to the Product Management and Engineering teams. 

You’ll be elite, drive customer results and be the envy of the observability space.

Key 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.

Qualifications:

• 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%).

What would make you a good fit for this role?

• 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
• 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!