Senior Observability Architect | USA EST| Remote

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 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%). 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.

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. Advise clients on best practices and strategies for leveraging our technology. Collaborate with clients to develop and execute technical roadmaps. Identify opportunities for clients to optimize their cost and expand their use of our solutions. Develop and maintain strong, long-term relationships with key stakeholders. Own 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. Act as the voice of the customer within the company. Conduct training sessions and workshops. Develop and deliver technical documentation, guides, and tutorials. Work alongside account teams to conduct regular reviews with customers. Prepare and present reports on client metrics, achievements, and areas of focus.