Associate Observability Architect

Responsibilities

• Serve as the primary technical point of contact for a portfolio of Grafana customers.
• Design customers’ observability maturity journeys and assist them along that path.
• Provide expert-level troubleshooting and guidance to drive adoption.
• Conduct technical reviews and health checks, including root-cause analysis of issues affecting customer satisfaction, retention, and product experience.
• Advise customers on best practices and strategies for achieving business goals with Grafana technology.
• Develop and execute technical roadmaps with customers.
• Identify opportunities to optimize costs, expand solution usage, and drive adoption of new products and features.
• Build and maintain long-term relationships with key stakeholders.
• Own the customer lifecycle with support from Engagement Managers and Onboarding Solutions Architects.
• Advocate for customer needs, priorities, and feature requests internally.
• Conduct customer training sessions and workshops.
• Create technical documentation, guides, and tutorials.
• Participate in customer reviews to identify improvements, calculate ROI, assess satisfaction, and discuss upcoming needs.
• Prepare and present reports on customer metrics, achievements, and focus areas.

Requirements

• Located on the West Coast.
• Bachelor’s degree in Computer Science, Information Technology, Mathematics, or a related field, or equivalent experience.
• Experience deploying and operating Kubernetes.
• 5+ years of experience in technical support, technical account management, consulting, sales engineering, or professional services within the technology industry.
• Strong understanding of observability solutions; Grafana, Prometheus, and Loki experience is a plus.
• Ability to manage multiple customers and projects simultaneously.
• Excellent problem-solving and analytical skills.
• Outstanding written, verbal, and interpersonal communication skills.
• Experience with relevant tools and technologies, such as CRM software, ticketing systems, and programming languages.
• Ability to travel as needed to meet customers, up to 25%.
• Ability to provide timely workarounds and solutions for customer business needs.
• Observability expertise, preferably at the architecture level.
• Ability to articulate the company’s value proposition and the technical advantages of its products.
• Enjoyment of solving technical challenges and developing creative customer solutions.

Nice-to-haves

• 2+ years of technical sales, technical account management, or other post-sales technical experience, ideally with open-source technologies or in observability.
• Ability to connect product usage to business value and ROI.
• Experience managing the customer lifecycle.
• Creativity in solving customer adoption challenges.
• Experience troubleshooting technical issues and conducting root-cause analysis.
• Recent coding bootcamp graduation or prior post-sales or engineering experience.

Compensation and Benefits

• US on-target earnings compensation range: $139,000–$167,000.
• Compensation may vary based on level, experience, and skill set.
• Restricted Stock Units (RSUs) are included for all roles.
• Remote-first culture, career growth opportunities, and an innovation-driven work environment.