Senior Observability Architect, Grafana Labs

• Are you passionate about orchestrating an industry-leading customer experience?
• 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
• 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
• 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%)
• 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!

Desirable

• In this role, you’ll pioneer this new function. It’s an exciting opportunity to help drive a transformation of our Customer Experience organization
• 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 your portfolio of Grafana's customers
• The OA is responsible for managing technical relationships, providing strategic consulting, and ensuring the successful achievement of value and ROI of our products
• In short, you will drive Grafana Labs’s worldwide growth by becoming a strategic partner of 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 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 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