Senior Observability Architect
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Job Description
Observability Architect guiding enterprise customers on Grafana Cloud, Grafana Labs’ managed observability platform. Designing deployments, driving adoption, and shaping product priorities through customer feedback.
Responsibilities:
- Serve as the primary technical point of contact for a portfolio of Grafana customers
- Design customers’ observability maturity journeys and assist them on that path
- Provide expert-level troubleshooting and guidance to drive adoption
- Conduct technical reviews, health checks, root-cause analysis, and customer satisfaction assessments
- Advise clients on best practices and strategies for leveraging Grafana technology
- Develop and execute technical roadmaps with clients
- Identify opportunities to optimize costs, expand solution usage, and drive adoption of new products and features
- Develop and maintain long-term stakeholder relationships
- Own the customer lifecycle with Engagement Managers and Onboarding Solutions Architects
- Drive product adoption and maximize customer value and return on investment
- Represent customer needs, priorities, and feature requests internally
- Conduct training sessions and workshops
- Develop and deliver 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 client metrics, achievements, and areas of focus
- Collaborate with Engineering and Product Management on product feedback and roadmap priorities
Requirements:
- Located in Melbourne or Sydney
- 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 within the technology industry
- Strong understanding of observability solutions; Grafana, Prometheus, and Loki a plus
- Ability to manage multiple clients and projects simultaneously
- Experience with relevant tools and technologies, such as CRM software, ticketing systems, and programming languages
- Ability to travel as needed to meet with clients, up to 25%
- Observability expertise, preferably at architect level
- First-class written and oral communication skills
- Ability to articulate the company’s value proposition and technical product advantages
- Bachelor’s degree alternative: equivalent experience
Benefits:
- Restricted Stock Units (RSUs)
- 100% remote work and global remote culture
- Career growth pathways
- In-person onboarding
- 30 days of annual leave per annum, including 3 Grafana Shutdown Days
- Transparent communication and regular company-wide updates
- Autonomy and support to ship great work
- High-trust, low-ego empowered teams
- Approachable leadership
- Global team collaboration
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