Onboarding Solutions Architect, PST or CST(Remote, USA)

Job Description

We are creating an Onboarding Solutions Architect team to hyper accelerate our customers’ first realization of value. We’re looking for technical experts to join our Professional Services team to pioneer this new, transformational position. Your impact will be highly visible and undoubtedly positive.

Position Overview

Grafana Labs is looking for a Customer Onboarding SA to join our world class Professional Services team. Our Onboarding Solutions Architects are responsible for customers being fully activated, and receiving value within 90 days of purchase. This is the most critical moment for any customer. Onboarding SAs provide customers with onboarding-focused training, direct implementation assistance, as well as business and technical consultation. All of this ensures they realize full value with Grafana in the first 90 days. 

Onboarding Solutions Architects will work with new customers to execute our launch service packages. In this role, you’ll directly implement Grafana Alloy, key data sources, dashboards and other Grafana tools. You’ll optimize their consumption and help them keep costs low from the beginning. With the customer, you’ll help co-create a customer centre of excellence through training and sharing best practices. Where customers are lagging behind their implementation, you will provide prescriptive, technical guidance on how to adopt the various products. You’ll leverage training content, data, insights from partner teams and prescriptive guides to engage with customers during the most critical part of their Grafana journey. You’ll ensure customers have an unparalleled experience in their first 90 days. 

You will make the platform and the people ready to create value.

Our Onboarding Solutions Architects are highly specialized Professional Services Solutions Architects. They understand why Kubernetes is popular, how it relates to Prometheus, the difference between logs and metrics, the difference between pets and cattle, and more.

You will be successful in this role if you still love to be hands-on on the keyboard, can play in the command line, but also enjoy customer engagement, project management, and technical delivery.

In addition to the required technical expertise, an Onboarding Solutions Architect will also require basic project management skills to monitor the progress of customer initiatives.

As a new program to Grafana Labs, successful candidates will be scrappy, technical and self-driven. They’ll be excited to join a growing company and transform our organization and the customers’ experience alike!

What you'll be doing:

• Provision licenses for new customers 
• Directly implement Grafana functionality during customer onboarding
• Be responsible for full activation within 90 days
• Collaborate with Sales, SEs and Observability Architects to ensure a smooth and seamless knowledge transfer from pre to post sales
• Teach training sessions using our standard content
• Collaborate with Customer Experience strategy teams to create and manage engaging and useful onboarding documentation, videos, presentation material for customers
• Document and share customer success and intervention stories 
• Maintain a high level of professionalism, empathy, business, and technical acumen across multiple customers at one time, connecting trends and themes as you go
• Have deep observability expertise in order to implement, train and troubleshoot with our customers.
• Enjoy problem solving to understand what your customer is looking to resolve, mapping solutions to the gaps and outlining the value against the proposed solution
• Work with the team to enhance customer documentation and create internal enablement material
• Effective in understanding business needs and distilling the information into business and technical requirements.
• Comfortable working with business and technological requirements and translating into the design of solutions, including data visualization, workflow recommendations, migrations, and enterprise scale architecture.
• Speed is paramount. This team is nimble and is the fulcrum to accelerate the delivery of the solution for customers.
• Be a strong advocate for adherence to standards and best practices.
• Stay current on Grafana Labs, observability, and related technologies.
• You'll be a key resource for our Sales, Product Management, Engineering, Support, and Professional Services teams as they look to drive innovation and improvements into future product and offering enhancements.
• If you enjoy working with customers to help them succeed and thrive on working with leading-edge technologies, this is the role for you.

What you'll bring along:

• 2+ years of experience working on deployment teams, using project management techniques.
• Exposure to o11y stack (visualization, alerting, metrics, logs, traces)
• A proven track record of successful delivery of customer projects, preferably enterprise o11y implementations for large customers
• Self-starter, adept at picking up new skills and technologies, and eager to break new ground.
• Excellent communication skills to communicate with customers, partners, and internal members.
• Vision to help us take our company to the next level.
• Kubernetes experience
• Linux system administration
• Experience with Cloud Platforms - AWS, GCP, Azure.
• Systems Architecture design.
• Ideally in CST or PST

In the United States, the OTE compensation range for this role is $135,000 - $165,000.  Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable), and other benefits listed on our careers page.