Grafana Labs - Observability Architect | USA EST| Remote
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Requirements
• 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. • 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!
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. • What Makes You a Great Fit: • Located in an EST Timezone • 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%). • 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
Benefits
• 100% Remote, Global Culture - As a remote-only company, we bring together talent from around the world, united by a culture of collaboration and shared purpose. • 100% Remote, Global Culture - • Scaling Organization – Tackle meaningful work in a high-growth, ever-evolving environment. • Scaling Organization • Transparent Communication – Expect open decision-making and regular company-wide updates. • Transparent Communication • Innovation-Driven – Autonomy and support to ship great work and try new things. • Innovation-Driven • Open Source Roots – Built on community-driven values that shape how we work. • Open Source Roots • Empowered Teams – High trust, low ego culture that values outcomes over optics. • Career Growth Pathways – Defined opportunities to grow and develop your career. • Career Growth Pathways • Approachable Leadership – Transparent execs who are involved, visible, and human. • Approachable Leadership • Passionate People – Join a team of smart, supportive folks who care deeply about what they do. • Passionate People • In-Person onboarding - We want you to thrive from day 1 with your fellow new ‘Grafanistas’ to learn all about what we do and how we do it. • In-Person onboarding • Balance is Key - We operate a global annual leave policy of 30 days per annum. 3 days of your annual leave entitlement are reserved for Grafana Shutdown Days to allow the team to really disconnect. *We will comply with local legislation where applicable. • Balance is Key
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