Observability Architect

Overview

Job Description

Responsibilities

• - Serve as the primary technical point of contact for a portfolio of clients
• - Design the observability maturity journey of customers and assist them on that path
• - Provide expert-level troubleshooting and guidance to drive adoption
• - Assist clients with implementation, configuration, and optimization
• - Conduct regular technical reviews and health checks to ensure client success
• - Assist in RCA
• - Participate in onboarding and customer activation
• - Advise clients on best practices and strategies for leveraging our technology to achieve their business goals
• - Participate in services delivery rotation to keep skills current
• - 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 features
• - Assist in delivering PS engagements on a rotation to keep skills current
• - Develop and maintain strong, long-term relationships with key stakeholders
• - With the support of our Engagement Managers and Onboarding Solutions Architects, own customer lifecycle
• - Be responsible for consumption, retention and expansion within your portfolio
• - 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

Required Skills

• - 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%)

Benefits

• - Equity
• - Bonus (if applicable)
• - Other benefits listed on the company''s careers page