Associate Observability Architect

• At Grafana Labs, we’re redefining what post-sales technical partnership looks like—and it starts with the Observability Architect. This is a role for deeply technical experts who are ready to step into strategic leadership with our most important customers. If you thrive at the intersection of systems thinking, architecture design, and customer impact—this is your stage.

• As an Observability Architect, you will be the technical owner of long-term customer success. You’ll architect and guide the implementation of complex observability solutions across a wide range of modern infrastructure and application environments. You’ll build strategic relationships with engineers, SREs, and architects—ensuring Grafana’s technology is not just deployed, but deeply embedded into mission-critical systems.

• Working hand-in-hand with our Engagement Managers, you’ll lead technical discovery, design, onboarding, and enablement—all with a focus on delivering tangible outcomes. You’ll spot patterns, solve hard problems, and guide customers through their observability maturity curve with authority and clarity.

• You’ll also represent the technical voice of our customers internally—shaping product feedback and roadmap priorities by working closely with Engineering and Product Management.

• This is a hands-on, high-impact role for those who want to go deep, stay technical, and directly influence customer success at scale. Join us and become part of the most respected observability team in the industry.

• 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 customer lifecycle.

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

Benefits

• Vacation: Balance is key. Our team enjoys 30 days of paid vacation each year on top of national holidays, parental leave, and sick leave. We also take a breather on a number of Grafana Shutdown Days each year.
• Healthcare: We’re proud to provide health coverage or stipends for our colleagues in the US, UK, Canada, the Netherlands, Sweden, Singapore, and India.
• Retirement planning: There’s no time like the present to start saving for your future. We make employer contributions into the pension pots of our team members in the US, UK, Canada, the Netherlands, Sweden, and Germany.
• Professional development: On top of a $1,500 annual learning and development stipend, Grafanistas have thousands of on-demand courses at their fingertips to help them grow professionally. Want to attend a conference or training? Go ahead. Just pass on what you learned.
• Work location: Vast majority of our roles are fully remote, focused on hiring the best talent and allowing you to perform from the comfort of your home. If you fancy a change of scene, we’ll also reimburse you up to $175 a month for a personal co-working space.
• Choice of tech: There’s no one-size-fits-all when it comes to the tech required to do your job. Choose the laptop and accessories you need when you join us, and we’ll refresh them every three years.
• Mindfulness: When you join the team, you can sign up for a complimentary subscription to Headspace to take advantage of the benefits of mindfulness and meditation. Our wellbeing resource group also organizes sessions run by fellow Grafanistas or external trainers.
• Global Employee Assistance Program: We offer all team members a 100% confidential support service with 24/7 365 access to professionally qualified counselors and specialists.
• Paid parental leave: Grafana offers paid parental leave to all eligible new parents. This offers Grafanistas time to bond with and care for their children in the first year after birth or adoption.

Qualifications

• Experience with relevant tools and technologies, e.g., CRM software, ticketing systems, specific programming languages.
• Experience deploying and operating Kubernetes.
• You will love solving technical challenges and thrive on bringing creative solutions to our customers.
• Bachelor’s degree in Computer Science, Information Technology, Math or a related field (or equivalent experience).
• Outstanding communication and interpersonal skills.
• 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.
• Identify and provide timely workarounds and solutions to meet a customer’s business needs.
• 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.
• Located on the West Coast.
• Ability to travel as needed to meet with clients (up to 25%).
• You have some observability expertise, preferably architect level.
• Proven ability to manage multiple clients and projects simultaneously.
• Excellent problem-solving and analytical skills.
• 2+ years of technical sales, TAM or other post sales technical experience, ideally with open source technologies, or in the observability space.
• Great at connecting product usage to value (ROI).
• Great at managing customer lifecycle.
• You can proactively assist customers with technical issues that may arise and assist in the troubleshooting and root cause analysis.
• You will be creative in solving customer adoption challenges.
• You should have a technical mindset and a desire to grow technically. Great candidates may be a recent grad of a coding bootcamp or have previous post-sales or engineering experience—we are excited to see what unique experiences and skill sets you bring to the table!