About the role
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 actually useful AI, organizations can see, understand, and act on all their disparate data to move at the speed of their ambitions. Today, more than 35 million users and 7,000+ customers – including Anthropic, Bloomberg, NVIDIA, Microsoft, and Salesforce – trust Grafana Labs to ensure reliability of their applications and systems, resolve incidents quickly, and optimize their telemetry to reduce noise and cost. We are a 100% remote company with 1,600+ team members across 40+ countries, and we’re backed by leading investors including Lightspeed Venture Partners, Sequoia Capital, GIC, Coatue, J.P. Morgan, CapitalG, and Lead Edge Capital. Learn more at grafana.com and follow us on LinkedIn and X . We’re scaling fast and staying true to what makes us different: 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 fuel everything we do. You may not meet every requirement, and that’s okay. If this role excites you, we’d love you to raise your hand for what could be a truly career-defining opportunity. The Opportunity: 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. What You'll Be Doing: 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. 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 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%). Identify and provide timely workarounds and solutions to meet a customer’s business needs. You have some observability expertise, preferably architect level 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 You will love solving technical challenges and thrive on bringing creative solutions to our customers