Senior Observability Architect | West Coast | PST | Remote

About Grafana Labs

Grafana Labs, the company behind the open observability cloud, is founded on the principles of open source, open standards, open ecosystems, and open culture. Grafana Cloud, our fully managed observability platform, is flexible and built for scale. With Grafana Cloud's AI capabilities, organizations can gain insights from their data to move at the speed of their ambitions. Over 35 million users and 7,000+ customers trust Grafana Labs to ensure reliability, resolve incidents quickly, and optimize telemetry. We are a 100% remote company with 1,600+ team members across 40+ countries, backed by leading investors.

Company Culture

We are scaling fast while staying true to our core principles: an open-source legacy, a global collaborative culture, and a passion for meaningful work. Our team thrives in an innovation-driven environment where transparency, autonomy, and trust are paramount. We encourage you to apply even if you don't meet every requirement – if this role excites you, it could be a career-defining opportunity.

The Opportunity: Observability Architect

At Grafana Labs, we're redefining post-sales technical partnerships, and it begins with the Observability Architect. This role is for deeply technical experts ready for 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, architecting and guiding the implementation of complex observability solutions across diverse modern infrastructure and application environments. You'll build strategic relationships with engineers, SREs, and architects, ensuring Grafana's technology is deeply embedded into mission-critical systems. Working with Engagement Managers, you'll lead technical discovery, design, onboarding, and enablement to deliver tangible outcomes. You'll identify patterns, solve difficult problems, and guide customers through their observability maturity curve with authority and clarity. You will also represent the technical voice of our customers internally, shaping product feedback and roadmap priorities by collaborating 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.

What You'll Be Doing:

• Serve as the primary technical point of contact for a portfolio of Grafana customers.
• Design the observability maturity journey for customers and assist them on their path.
• Provide expert-level troubleshooting and guidance to drive adoption.
• Conduct regular technical reviews and health checks to ensure client success. Assist in Root Cause Analysis (RCA) to understand issues affecting 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 clients to optimize costs, expand their use of our solutions, and drive adoption of new products and features.
• Develop and maintain strong, long-term relationships with key stakeholders.
• Own the customer lifecycle with support from Engagement Managers and Onboarding Solutions Architects.
• Drive the adoption and effective use of our product suite within your customer portfolio to maximize value and ensure strong ROI.
• Act as the voice of the customer internally, 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 conduct regular reviews with customers, identifying areas for improvement, calculating ROI, assessing satisfaction, and discussing upcoming needs.
• Prepare and present reports on client metrics, achievements, and areas of focus.

What Makes You a Great Fit:

• Located on the West Coast.
• 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, SE, or Professional Services role within the technology industry.
• Strong understanding of observability solutions (Grafana, Prometheus, and Loki are 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 (e.g., CRM software, ticketing systems, specific programming languages).
• Ability to travel as needed to meet with clients (up to 25%).
• Ability to identify and provide timely workarounds and solutions to meet customer business needs.
• Observability expertise, preferably at an architect level.
• First-class written and oral communication skills for collaborating with remote internal teams and worldwide customers. Ability to articulate our value proposition and technical advantages.
• Enthusiasm for solving technical challenges and delivering creative solutions.

Bonus Points For:

• 5+ years of technical sales, TAM, or other post-sales technical experience, ideally with open-source technologies or in the observability space.
• Skill in connecting product usage to value (ROI).
• Proficiency in managing the customer lifecycle.
• Creativity in solving customer adoption challenges.
• Proactive assistance with technical issues, including troubleshooting and root cause analysis.
• A technical mindset and a desire for continuous technical growth.

Compensation & Perks

In the US, the OTE compensation range for this role is $204,000 - $260,000. Actual compensation may vary based on level, experience, and skillset. All roles include Restricted Stock Units (RSUs) for shared ownership. Compensation ranges are country-specific.

Why You’ll Thrive at Grafana Labs:

• 100% Remote, Global Culture: Global talent united by collaboration and shared purpose.
• Scaling Organization: Meaningful work in a high-growth, evolving environment.
• Transparent Communication: Open decision-making and regular company-wide updates.
• Innovation-Driven: Autonomy and support to ship great work and try new things.
• Open Source Roots: Community-driven values shaping our work.
• Empowered Teams: High trust, low ego culture valuing outcomes.
• Career Growth Pathways: Defined opportunities for career development.
• Approachable Leadership: Transparent, involved, visible, and human executives.
• Passionate People: Join a team of smart, supportive individuals.
• In-Person Onboarding: Comprehensive onboarding with new hires.
• Balance is Key: Global annual leave policy of 30 days, with 3 reserved Grafana Shutdown Days for disconnection. (Compliance with local legislation where applicable).

Equal Opportunity Employer: We are committed to diversity and inclusion in all aspects of recruitment and employment. Grafana Labs may use AI tools in its recruitment process for matching CV information to job postings, but the recruitment team reviews all CVs manually.