Service Desk Manager
•Praxisprecisionmedicines· 7h
🎧 Support📝 Contract🎯 Lead / Principal💰 $100k-122k🇺🇸 USA
7h ago
Grafana Labs·6 months ago
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:
We’re looking for the founding manager of our scaled Observability Architect team at Grafana Labs. As an OA leader, you will be at the vanguard of evolving our practice to meet the unique demands of our customers. This is an exciting opportunity to one of the first leaders of our Observability Architecture team–a technically elite team that will redefine what a Customer Solution Engineer is in our industry. This team is quickly becoming the envy of the Observability space. You will be responsible for all aspects of building and managing a team of high-performing Observability Architects. This team is our in-house, customer-facing solution experts.
This role’s focus is Grafana Labs’ Foundation, or scaled customer segment. The Foundation team differentiates itself from our high touch enterprise segments by driving activation, consumption, and retention at scale using programmatic, data-driven approaches. Each Observability Architect impacts a high number of customers. Your team will blend proactive outreach, one-to-many enablement programs, lightweight reactive assistance, and automated workflows to help a broad customer base quickly realize value from Grafana without requiring bespoke, hands-on engagements.
The Observability Architect is a deep technical and customer lifecycle specialist who, with the help of account teams, owns the platform onboarding, adoption and expansion experience for Grafana's customers. They are responsible for the rapid and successful application of our technology. The OA team enables Grafana Labs’s worldwide growth by educating existing customers to ensure they are happy, successful and realizing genuine value. They share their technical and product expertise with customers through demos, hands-on enablement, presentations, design guidance, technical evaluations and ongoing interaction. They partner closely with our Sales team to identify new problems to solve for our customers. The OAs are our customers’ primary technical contact as well as the voice of our customers to the Product Management and Engineering teams.
What You'll Be Doing:
Build & Lead a High-Performing Team
Programs That Scale Activation & Usage
Data‑Driven & Technical Action Triggers
Customer Advocacy & Escalation Management
Cross-functional Alignment
What Makes You a Great Fit:
Bonus Points For:
In the US, the OTE range for this role is $237,000 - $278,000. Actual compensation may vary based on level, experience, and skillset as assessed throughout the interview process. All of our roles include Restricted Stock Units (RSUs), giving every team member ownership in Grafana Labs' success. We believe in shared outcomes—RSUs help us stay aligned and invested as we scale globally.
*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:
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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