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.

Requirements

Located in a PST Timezone
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

Benefits

100% Remote, Global Culture - As a remote-only company, we bring together talent from around the world, united by a culture of collaboration and shared purpose.
Scaling Organization – Tackle meaningful work in a high-growth, ever-evolving environment.
Transparent Communication – Expect open decision-making and regular company-wide updates.
Innovation-Driven – Autonomy and support to ship great work and try new things.
Open Source Roots – Built on community-driven values that shape how we work.
Empowered Teams – High trust, low ego culture that values outcomes over optics.
Career Growth Pathways – Defined opportunities to grow and develop your career.
Approachable Leadership – Transparent execs who are involved, visible, and human.
Passionate People – Join a team of smart, supportive folks who care deeply about what they do.
In-Person onboarding - We want you to thrive from day 1 with your fellow new ‘Grafanistas’ to learn all about what we do and how we do it.
Balance is Key - We operate a global annual leave policy of 30 days per annum. 3 days of your annual leave entitlement are reserved for Grafana Shutdown Days to allow the team to really disconnect.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Kubernetesobservability solutionsGrafanaPrometheusLokitechnical documentationtroubleshootinganalytical skillsproblem-solvingtechnical account management

Soft Skills

communication skillsinterpersonal skillsrelationship managementproblem-solvinganalytical skillscollaborationcustomer advocacytraining and educationproject managementcreativity

Certifications

Bachelor’s degree in Computer ScienceBachelor’s degree in Information TechnologyBachelor’s degree in Math