Job Description

Grafana Labs is a remote-first, open-source powerhouse. There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies — including Bloomberg, JPMorgan Chase, and eBay — manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise Stack , both featuring scalable metrics ( Grafana Mimir ), logs ( Grafana Loki ), and traces ( Grafana Tempo ).

We’re scaling fast and staying true to what makes us different: an open-source legacy, a global collaborative culture, and a passion for meaningful work. Our team thrives in an innovation-driven environment where transparency, autonomy, and trust fuel everything we do.

You may not meet every requirement, and that’s okay. If this role excites you, we’d love you to raise your hand for what could be a truly career-defining opportunity.

The Opportunity:
Grafana Labs is hiring an Observability Architect to join our Customer Experience organisation and help redefine post-sales technical partnership. This is a pioneering role for a technically skilled professional who will drive long-term customer success by guiding adoption, expansion, and value realisation. You will be responsible for delivering an exceptional customer experience across a portfolio of key accounts in Japan , supporting their observability maturity journey with strategic consulting and expert-level support.

What You’ll Be Doing:

• Serving as the primary technical point of contact for a portfolio of Grafana customers in Japan

• Designing and guiding customers through their observability maturity roadmap

• Providing expert-level guidance and troubleshooting to drive product adoption

• Conducting regular technical reviews and health checks, including root cause analyses

• Advising on best practices and helping customers align Grafana’s technology with their business goals

• Developing and executing tailored technical roadmaps with clients

• Identifying opportunities to optimise costs and increase adoption of new features and products

• Building and maintaining long-term relationships with key customer stakeholders

• Collaborating closely with Engagement Managers and Onboarding Solutions Architects throughout the customer lifecycle

• Acting as a customer advocate internally, representing their needs to Product Management and Engineering

• Conducting training sessions, workshops, and developing technical documentation and tutorials

• Participating in regular customer business reviews, assessing satisfaction, value delivery, and future requirements

• Preparing reports on customer performance, engagement metrics, and strategic recommendations

What Makes You a Great Fit:

• 5+ years of experience in technical account management, consulting, professional services, or a related post-sales technical role in the technology industry

• Proven ability to manage multiple customer relationships and technical projects concurrently

• Strong understanding of observability solutions, with hands-on experience in tools such as Grafana, Prometheus, and Loki

• Skilled in deploying and operating Kubernetes environments

• Exceptional problem-solving, analytical, and communication skills

• Experience working with tools such as CRM systems, ticketing platforms, and modern cloud technologies

• Ability to deliver both technical depth and business value in customer interactions

• Comfortable with travel (up to 25%) to support customer engagements across Japan

• Bachelor’s degree in Computer Science, Information Technology, Mathematics, or equivalent experience

Bonus Points For:

• 5+ years of experience in technical sales, technical account management, or post-sales customer success roles, particularly within the observability or open source space

• Expertise in managing the full customer lifecycle and linking product usage to measurable ROI

• Ability to proactively identify and resolve adoption challenges through creative, customer-focused solutions

• Strong written and verbal communication skills for working in a remote-first environment and across international teams

• A technical mindset, passion for solving challenges, and a desire to grow your technical expertise

• Previous experience as an engineer or graduate of a coding bootcamp with a desire to build technical depth in observability

In Japan, the OTE compensation range for this role is 13.5m – 17m JPY. 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 here .

*Compensation ranges are country specific. If you are applying for this role from a different location than listed above, your recruiter will discuss your specific market’s defined pay range & benefits at the beginning of the process.

Why You’ll Thrive at Grafana Labs:

• 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. *We will comply with local legislation where applicable.

Equal Opportunity Employer: We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we’re working hard to make sure that’s the foundation of our organization as we grow.

Grafana Labs may utilize AI tools in its recruitment process to assist in matching information provided in CVs to job postings. The recruitment team will continue to review inbound CVs manually to identify alignment with current openings.

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