Senior Observability Architect, Grafana Labs

• 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%)

Desirable

• 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
• 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