Associate Observability Architect – EST (US Remote)

Job Overview

The Associate Observability Architect will act as the primary technical point of contact for assigned Grafana customers, helping them design and execute observability strategies, solve technical problems, improve adoption, optimize costs, and build long-term technical roadmaps.

Key Responsibilities

• Serve as the primary technical point of contact for a portfolio of Grafana customers.
• Design customers’ observability maturity journeys and help them progress along those roadmaps.
• Provide technical troubleshooting and guidance to improve platform adoption.
• Conduct regular technical reviews and health checks.
• Support root cause analysis for issues affecting customer satisfaction, retention, or product experience.
• Advise customers on observability best practices and strategies aligned with business goals.
• Collaborate with customers to develop and execute technical roadmaps.
• Identify opportunities to optimize customer costs.
• Identify opportunities to expand use of Grafana solutions and adopt additional products and features.
• Develop long-term relationships with technical and business stakeholders.
• Work with Engagement Managers and Onboarding Solutions Architects to support the customer lifecycle.
• Drive adoption and effective use of Grafana’s product suite to improve customer value and ROI.
• Represent the technical voice of customers internally.
• Communicate customer priorities, needs, and feature requests to internal Product and Engineering teams.
• Conduct customer training sessions and technical workshops.
• Create technical documentation, guides, and tutorials.
• Participate in customer reviews covering opportunities for improvement, ROI, satisfaction, and upcoming projects.
• Prepare and present reporting covering customer metrics, achievements, and areas of focus.

Required Qualifications

• Must be located on the U.S. East Coast.
• Bachelor’s degree in Computer Science, Information Technology, Math, a related field, or equivalent experience.
• Experience deploying and operating Kubernetes.
• 5+ years of experience in technical support, technical account management, consulting, sales engineering, Professional Services, or a related technical role within the technology industry.
• Strong understanding of observability solutions.
• Ability to manage multiple customers and projects simultaneously.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Experience with relevant technical and customer-management tools such as CRM platforms, ticketing systems, or programming technologies.
• Ability to travel up to 25% when needed to meet customers.
• Ability to identify and provide timely technical workarounds and solutions that address customer business needs.
• Observability expertise, preferably approaching an architecture level.
• Strong written and verbal communication skills for collaboration with remote internal teams and global customers.
• Ability to communicate Grafana’s value proposition and technical advantages clearly.
• Strong interest in solving technical challenges and developing creative customer solutions.

Preferred Qualifications

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

Observability & Technical Focus

• Grafana
• Prometheus
• Loki
• Kubernetes
• Observability architecture
• Technical troubleshooting
• Root cause analysis
• SRE and reliability
• Technical roadmaps
• Cloud observability
• Cost optimization
• Product adoption

Customer Technical Leadership

The Observability Architect serves as the technical owner of long-term customer success. You will work with engineers, SREs, architects, and other stakeholders to help ensure Grafana technology is effectively integrated into important infrastructure and application environments.

The position combines hands-on technical work with strategic customer guidance, including architecture discussions, troubleshooting, technical discovery, onboarding, enablement, adoption planning, and customer health reviews.

Customer Lifecycle & ROI

Working alongside Engagement Managers and Onboarding Solutions Architects, you will help own the technical customer lifecycle and identify opportunities to improve adoption, reduce costs, expand platform usage, and introduce relevant products or features.

The role also includes helping customers measure value and ROI while communicating their technical needs and product feedback back to Grafana Labs.

Compensation

The U.S. On-Target Earnings range for this position is $139,000–$167,000 USD per year.

Grafana Labs states that actual compensation may vary depending on level, experience, and skill set as assessed during the interview process. The role also includes Restricted Stock Units.

Benefits & Development

• 30 days of annual leave, with three days reserved for Grafana Shutdown Days, subject to applicable local requirements.
• Defined career growth pathways.
• In-person onboarding with other new employees.
• Remote-only global working culture.
• Professional development and career-growth opportunities.
• Restricted Stock Units.

Remote Work & Travel

This position is explicitly listed as remote within the United States, but candidates must be located on the East Coast. The role title also specifies EST.

Grafana Labs is a 100% remote company. This position may require up to 25% travel to meet customers, and the employer also states that new employees participate in in-person onboarding.

AI-Assisted Recruitment

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

The recruitment team continues to manually review inbound CVs to identify alignment with current openings.