Observability Architect (Remote, Mexico) at Grafana Labs

Grafana Labs is seeking an Observability Architect to redefine post-sales technical partnerships. This role involves plotting the path to observability maturity for customers and guiding them through it. The Observability Architect will work closely with Engagement Managers to manage technical relationships, provide strategic consulting, and ensure customers achieve value and ROI from Grafana's products.

The role involves:

• Serving as the primary technical point of contact for Grafana customers.
• Designing and assisting customers on their observability maturity journey.
• Providing expert-level troubleshooting and guidance to drive product adoption.
• Conducting regular technical reviews and health checks.
• Assisting in RCA to understand issues affecting customer satisfaction.
• Advising clients on leveraging technology to achieve business goals.
• Collaborating on technical roadmaps and identifying optimization opportunities.
• Developing and maintaining strong relationships with stakeholders.
• Driving product adoption and acting as the customer's voice within the company.
• Conducting training sessions and developing technical documentation.

Requirements include:

• Bachelor’s degree in Computer Science, IT, Math, or related field.
• Experience deploying and operating Kubernetes.
• 5+ years in a technical support, technical account management, consulting, SE, or Professional Services role.
• Strong understanding of observability solutions (Grafana, Prometheus, and Loki preferred).
• Proven ability to manage multiple clients and projects.
• Excellent problem-solving, analytical, communication, and interpersonal skills.
• Ability to travel as needed (up to 25%).

The role offers:

• A chance to drive customer results.
• Opportunity to work remotely in LATAM.
• Be the primary customer contact.
• Equity, bonus (if applicable).