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Observability Architect | Washington, DC | Remote

3 months, 2 weeks ago
United States
Full-time
Senior
Customer Success
DevOps and Infrastructure
Grafana Kubernetes Prometheus
Apply Now
Grafana

Grafana

Grafana is the open observability platform providing analytics, monitoring, and visualization solutions with a focus on user control and cost efficiency.

IT Services
1K-5K
Founded 2014
$535M raised
View All Jobs 114

Description

  • Serve as the primary technical point of contact for a portfolio of Grafana customers.
  • Design and guide customers' observability maturity journey.
  • Provide expert-level troubleshooting and guidance to drive product adoption.
  • Conduct technical reviews, health checks, and root cause analysis to support customer success.
  • Advise clients on best practices and strategies for achieving business goals with Grafana's technology.
  • Collaborate with clients to develop and execute technical roadmaps.
  • Identify opportunities to optimize customer costs, expand solution usage, and drive adoption of new products and features.
  • Build and maintain strong long-term relationships with key customer stakeholders.
  • Own the customer lifecycle with support from Engagement Managers and Onboarding Solutions Architects.
  • Represent the voice of the customer internally by advocating for customer needs, priorities, and feature requests.
  • Conduct training sessions and workshops to educate clients on the platform.
  • Develop and deliver technical documentation, guides, and tutorials.
  • Work with account teams to review customer outcomes, calculate ROI, assess satisfaction, and identify improvement areas.
  • Prepare and present reports on client metrics, achievements, and focus areas.

Requirements

  • Must be located in the Washington, DC area.
  • 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, sales engineering, or professional services role in the technology industry.
  • Strong understanding of observability solutions; experience 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.
  • Experience with relevant tools and technologies such as CRM software, ticketing systems, and programming languages.
  • Ability to travel up to 25% as needed.
  • Some observability expertise, preferably at architect level.
  • First-class written and oral communication skills for working with remote internal teams and global customers.
  • Ability to articulate product value and technical advantages clearly.
  • Bonus: 5+ years of technical sales, TAM, or other post-sales technical experience, ideally with open source technologies or in the observability space.
  • Bonus: Experience connecting product usage to ROI and managing the customer lifecycle.
  • Bonus: Ability to proactively assist with troubleshooting and root cause analysis.
  • Bonus: Technical mindset with a desire to continue growing technically; coding bootcamp graduates and candidates with prior post-sales or engineering experience are encouraged to apply.

Benefits

  • US OTE compensation range of $182,000 to $217,000.
  • Restricted Stock Units (RSUs) included for all roles.
  • 100% remote, global work environment.
  • Global annual leave policy of 30 days per year.
  • 3 days of annual leave reserved for Grafana Shutdown Days.
  • In-person onboarding for new hires.
  • Career growth pathways with defined opportunities to develop.
  • Transparent, supportive, high-trust company culture.

Interested in this position?

Apply directly on the company website

Apply Now

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