Observability Architect

Responsibilities

• Serve as the primary technical point of contact for a portfolio of customers.
• Design customers’ observability maturity journeys and guide them through implementation and adoption.
• Provide expert troubleshooting, workarounds, root-cause analysis, and technical guidance.
• Conduct technical reviews, health checks, customer reviews, and workshops.
• Advise customers on best practices and strategies for achieving business goals with observability technology.
• Develop and execute technical roadmaps with customers.
• Identify opportunities to optimize costs, expand solution usage, and adopt new products and features.
• Build and maintain long-term relationships with engineers, SREs, architects, and other stakeholders.
• Own the customer lifecycle with Engagement Managers and Onboarding Solutions Architects.
• Advocate for customer needs, priorities, and feature requests internally.
• Conduct training sessions and create technical documentation, guides, and tutorials.
• Prepare reports on customer metrics, achievements, satisfaction, ROI, and areas of focus.
• Travel as needed to meet with clients, up to 25%.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Math, or a related field, or equivalent experience.
• 5+ years of experience in technical support, technical account management, consulting, sales engineering, or professional services in the technology industry.
• Experience deploying and operating Kubernetes.
• Strong understanding of observability solutions; Grafana, Prometheus, and Loki experience is a plus.
• Proven ability to manage multiple clients and projects simultaneously.
• Excellent problem-solving, analytical, communication, and interpersonal skills.
• Experience with relevant tools and technologies, including CRM software, ticketing systems, and programming languages.
• Observability expertise, preferably at the architect level.
• Ability to articulate product value propositions and technical advantages.
• Technical mindset and enthusiasm for solving customer challenges.

Nice-to-Haves

• 5+ years of technical sales, technical account management, or other post-sales technical experience.
• Experience with open-source technologies or observability.
• Ability to connect product usage to business value and ROI.
• Experience managing customer lifecycles and solving adoption challenges.
• Experience troubleshooting technical issues and conducting root-cause analysis.

Compensation and Benefits

• US OTE compensation range: $182,000–$217,000.
• Restricted Stock Units (RSUs) are included.
• Remote-first work environment with career growth opportunities.