Remote Strategic Observability Architect for Customer Success

Grafana Labs; United States; Remote; USD 140,000 - 190,000; Full time

Job summary

Grafana Labs is redefining post-sales technical partnership with the Observability Architect role. You will own long-term customer success, architecting complex observability solutions across diverse environments and building strategic relationships with engineers, SREs, and architects.

You’ll guide technical discovery, onboarding, enablement, and roadmap alignment, working closely with Engagement Managers to deliver tangible outcomes and customer value at scale.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Math or related field (or equivalent experience).
• Experience deploying and operating Kubernetes.
• 5+ years in a technical support, technical account management, consulting, SE or Professional Services role.
• Strong understanding of observability solutions.
• Familiarity with Grafana, Prometheus, and Loki is a plus.
• Proven ability to manage multiple clients and projects simultaneously.
• Excellent problem-solving and analytical skills.
• Outstanding communication and interpersonal skills.
• Willingness to travel up to 25%.

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 product experience.
• Advise clients on best practices and strategies for leveraging our technology to achieve business goals.
• Collaborate with clients to develop and execute technical roadmaps.
• Identify opportunities for cost optimization and adoption of new products and features.
• Develop and maintain strong, long-term relationships with key stakeholders.
• Own customer lifecycle with Engagement Managers and Onboarding Solutions Architects.
• Drive adoption and effective use of Grafana product suite to maximize tenant value and ROI.
• Act as the voice of the customer within the company, advocating for needs and feature requests.
• Conduct training sessions and workshops to educate clients on our technology.
• Develop and deliver technical documentation, guides, and tutorials.
• Work with account teams to conduct regular reviews with customers.
• Prepare and present reports on client metrics and ROI.

Job description

Grafana Labs is redefining post-sales technical partnership with the Observability Architect role. You will own long-term customer success, architecting complex observability solutions across diverse environments and building strategic relationships with engineers, SREs, and architects.

You’ll guide technical discovery, onboarding, enablement, and roadmap alignment, working closely with Engagement Managers to deliver tangible outcomes and customer value at scale.