Associate Observability Architect – Customer Success

Associate Observability Architect – Customer Success (Remote US, EST)

Grafana Labs is hiring an Associate Observability Architect to serve as a long-term technical partner for customers adopting and expanding modern observability solutions. This is a remote U.S. position for candidates located on the East Coast.

You will combine observability architecture, Kubernetes expertise, technical troubleshooting, customer success, enablement, and strategic advisory work to help customers embed Grafana technologies into mission-critical infrastructure and applications.

Job Overview

Company: Grafana Labs

Work Arrangement: 100% Remote

Location: United States – East Coast

Time Zone: EST / East Coast alignment

Experience: 5+ years in a relevant technical customer-facing role

Compensation: $139,000–$167,000 USD OTE

Equity: Restricted Stock Units

Travel: Up to 25%

The Associate Observability Architect will act as a primary technical point of contact for a portfolio of customers, design observability maturity journeys, develop technical roadmaps, troubleshoot complex environments, drive adoption, conduct technical reviews, and connect platform usage with measurable customer outcomes.

Key Responsibilities

• Serve as the primary technical point of contact for a portfolio of Grafana customers.
• Design customer observability maturity journeys and guide customers through them.
• Provide technical troubleshooting and strategic guidance that supports product adoption.
• Conduct regular technical reviews and customer health checks.
• Support root-cause analysis for issues affecting customer satisfaction, retention, or product experience.
• Advise customers on observability best practices and strategies.
• Connect Grafana technologies with customer business objectives.
• Collaborate with customers to create and execute technical roadmaps.
• Identify opportunities to optimize customer costs.
• Identify opportunities to expand adoption of existing Grafana solutions.
• Drive adoption of new products and features where appropriate.
• Develop and maintain long-term relationships with key customer stakeholders.
• Work with Engagement Managers and Onboarding Solutions Architects across the customer lifecycle.
• Help customers maximize platform value and return on investment.
• Represent customer requirements, priorities, and feature requests internally.
• Conduct technical training sessions and customer workshops.
• Develop technical documentation, guides, and tutorials.
• Participate in regular customer account reviews.
• Help calculate and communicate customer ROI.
• Assess customer satisfaction and identify future technical needs and projects.
• Prepare and present reports covering customer metrics, achievements, and areas requiring attention.

Required Qualifications

• Located on the U.S. East Coast.
• Bachelor’s degree in Computer Science, Information Technology, Mathematics, or a related field, or equivalent practical experience.
• Experience deploying and operating Kubernetes.
• 5+ years of experience in technical support, Technical Account Management, consulting, Solutions Engineering, Professional Services, or a related technology role.
• Strong understanding of observability technologies and practices.
• Ability to manage multiple customers and projects simultaneously.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Experience with relevant technical and customer-management tools such as CRM platforms, ticketing systems, and programming technologies.
• Ability to travel to customer engagements as required, up to 25%.
• Ability to identify and provide timely technical workarounds and solutions based on customer business needs.
• Observability expertise, preferably approaching architecture-level depth.
• Strong written and verbal communication suitable for distributed internal teams and global customers.
• Ability to explain both Grafana’s value proposition and the technical advantages of its products.
• Strong interest in solving complex technical customer challenges.

Preferred Qualifications

• Experience with Grafana.
• Experience with Prometheus.
• Experience with Loki.
• 2+ years of technical sales, Technical Account Management, or another post-sales technical role.
• Experience with open-source technologies.
• Previous observability-industry experience.
• Ability to connect product adoption and usage with measurable ROI.
• Strong customer-lifecycle management skills.
• Experience solving customer adoption challenges.
• Experience proactively troubleshooting customer technical issues.
• Root-cause analysis experience.

Observability & Technical Focus

• Grafana
• Grafana Cloud
• Prometheus
• Loki
• Kubernetes
• Observability architecture
• Telemetry
• Root-cause analysis
• Technical troubleshooting
• Infrastructure observability
• Application observability
• Technical roadmaps

Customer Success & Technical Ownership

The Observability Architect acts as the technical owner of long-term customer success. The role goes beyond implementation by helping customers develop a sustainable observability strategy and mature their use of Grafana technologies over time.

You will work with engineers, SREs, architects, Engagement Managers, Onboarding Solutions Architects, and account teams to connect technical implementation with adoption, retention, cost optimization, ROI, and future customer requirements.

Customer Enablement

The role includes direct customer education through technical workshops, training sessions, documentation, guides, and tutorials.

You will also conduct technical reviews and health checks, help customers troubleshoot problems, and identify ways to improve reliability, adoption, and overall platform value.

Remote Work & Travel

Grafana Labs describes itself as a 100% remote company, and this position is explicitly listed as United States (Remote).

Candidates for this particular opening are expected to be located on the East Coast. The supplied listing does not provide a specific state-by-state eligibility list.

Travel of up to 25% may be required to meet with customers. Grafana Labs also states that new employees participate in in-person onboarding.

AI in the Hiring Process

Grafana Labs states that it may use AI tools during recruitment to assist with matching information contained in candidate CVs to job postings.

The recruitment team continues to manually review inbound CVs to identify alignment with open positions.

Compensation

The U.S. on-target earnings range for this position is $139,000–$167,000 USD.

Actual compensation may vary according to the candidate’s level, experience, and skill set as assessed during the interview process.

Grafana Labs states that all roles include Restricted Stock Units, providing employees with equity ownership in the company.

Benefits & Career Development

• 100% remote work environment.
• Defined career-growth pathways.
• In-person onboarding.
• 30 days of annual leave under Grafana Labs’ global policy, subject to applicable local requirements.
• Grafana Shutdown Days for company-wide disconnection.
• Restricted Stock Units.
• Remote-first global collaboration.
• Professional growth within a scaling organization.

Apply for the Associate Observability Architect Role

East Coast-based technical professionals with at least five years of relevant experience, Kubernetes expertise, strong observability knowledge, and customer-facing technical skills can review the complete position and apply through Grafana Labs’ provided application page.

Employment Type: Not specified

Work Arrangement: 100% Remote

Location: United States – East Coast

Time Zone: EST / East Coast alignment

Industry: Observability / Cloud Infrastructure / Developer Tools

Education: Bachelor’s degree in Computer Science, IT, Mathematics, or related field, or equivalent experience

Experience: 5+ years

Compensation: $139,000–$167,000 USD OTE plus RSUs

Travel: Up to 25%

Job Apply Link:
https://job-boards.greenhouse.io/grafanalabs/jobs/6134276004