Senior Observability Architect

November 4

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Grafana Labs

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Enterprise • SaaS • Artificial Intelligence

Grafana Labs is a company that specializes in open-source observability technologies and solutions. It offers a comprehensive suite of tools for logging, metrics, tracing, and profile management with products like Grafana, Loki, Tempo, and Mimir. Their offerings are designed to help businesses visualize, monitor, and alert on data from various sources, providing capabilities such as anomaly detection, root cause analysis, and service level objective management using AI/ML insights. Grafana Labs provides both cloud-based and self-managed solutions, ideal for infrastructure, application, and frontend observability. Additionally, their platform supports integration with various data sources like Prometheus and OpenTelemetry, making them a key player in the observability and infrastructure monitoring space.

501 - 1000 employees

Founded 2014

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

📋 Description

• 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 the customer lifecycle. • Drive the adoption and effective use of our product suite within your customer portfolio to maximise 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.

🎯 Requirements

• 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. • Ability to produce enticing presentations delivering the business value with a storyteller mindset.

🏖️ 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. • Scaling Organization – Tackle meaningful work in a high-growth, ever-evolving environment. • Transparent Communication – Expect open decision-making and regular company-wide updates. • Innovation-Driven – Autonomy and support to ship great work and try new things. • Open Source Roots – Built on community-driven values that shape how we work. • Empowered Teams – High trust, low ego culture that values outcomes over optics. • Career Growth Pathways – Defined opportunities to grow and develop your career. • Approachable Leadership – Transparent execs who are involved, visible, and human. • Passionate People – Join a team of smart, supportive folks who care deeply about what they do. • 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. • 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.