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 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. 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 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.

Key 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 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!  

In the US, the OTE compensation range for this role is $190,000 - $230,500.  Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable) and other benefits listed here.

 
About Grafana Labs: There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise Stack, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo).
 
Benefits: For more information about the perks and benefits of working at Grafana, please check out our careers page.
 
Equal Opportunity Employer: At Grafana Labs we’re building a company where a diverse mix of talented people want to come, stay, and do their best work. We know that our company runs on the hard work and the dedication of our passionate and creative employees. If you're excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.
 
We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we’re working hard to make sure that’s the foundation of our organization as we grow.
 
For information about how your personal data is used once you’ve applied to a job, check out our privacy policy. 
 

Apply for this Job

* Required
resume chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel
Equal Opportunity Employment Information

At Grafana Labs, we strive to ensure we grow in a way that represents the world in which we live. To help us learn more about how we can increase diversity in our candidate pool, we invite you to voluntarily provide demographic information in a confidential survey. Providing this information is optional. It will not be used in the hiring process, and has no effect on your opportunity for employment.

By voluntarily providing information and submitting your application, you explicitly consent to the collection of race, ethnicity, gender identity, and disability information and use of this information as described above. 

What gender identity do you most closely identify with? (Select one) *









Race *








Are you a person of transgender experience? (Select one) *



Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Grafana Labs’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Enter the verification code sent to to confirm you are not a robot, then submit your application.

This application was flagged as potential bot traffic. To resubmit your application, turn off any VPNs, clear the browser's cache and cookies, or try another browser. If you still can't submit it, contact our support team through the help center.