Responsibilities
- Serve as the primary technical point of contact for a portfolio of Grafana customers and own the customer lifecycle with internal partner teams.
- Design and guide customer observability maturity journeys, technical roadmaps, implementations, onboarding, and product adoption.
- Provide expert troubleshooting, workarounds, solutions, health checks, technical reviews, and root cause analysis support.
- Advise customers on best practices, cost optimization, product expansion, business value, and return on investment.
- Build long-term relationships with customer engineers, SREs, architects, and other stakeholders.
- Conduct customer training sessions and workshops and create technical documentation, guides, tutorials, and reports.
- Represent customer needs, priorities, and feature requests internally and influence Engineering and Product Management.
- Collaborate with account teams on customer reviews, satisfaction assessments, metrics, achievements, and upcoming projects.
Requirements
- Located in Melbourne or Sydney.
- Bachelor’s degree in Computer Science, Information Technology, Math, or a related field, or equivalent experience.
- Experience deploying and operating Kubernetes.
- At least 5 years of experience in technical support, technical account management, consulting, sales engineering, or professional services in the technology industry.
- Strong understanding of observability solutions and preferably architect-level observability expertise.
- Ability to manage multiple clients and projects simultaneously and solve complex technical problems.
- Excellent written, oral, interpersonal, analytical, and communication skills.
- Experience with relevant tools and technologies such as CRM software, ticketing systems, and programming languages.
- Ability to travel as needed to meet clients, up to 25%.
- Technical sales, TAM, post-sales technical, open-source, or observability experience is preferred.
- Experience connecting product usage to ROI, managing customer lifecycles, solving adoption challenges, troubleshooting, and root cause analysis is preferred.
Benefits
- 100% remote work with a global, remote-first culture.
- In-person onboarding for new employees.
- 30 days of annual leave per year, including 3 Grafana Shutdown Days, subject to local legislation.
- Career growth pathways, transparent communication, empowered teams, and a high-trust culture.
- Restricted Stock Units are included with all roles.
- The role may require up to 25% travel.
Tech Stack
Categories
About Grafana
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, while getting the visibility they need to run AI systems reliably and at scale. 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 1,400+ 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.