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

The Onboarding Solutions Architect at Grafana Labs is primarily responsible for ensuring that new customers are fully activated within their first 90 days. This includes providing onboarding-focused training, direct implementation assistance, conducting training sessions, and collaborating with various teams to facilitate a smooth transition from pre-sale to post-sale service.

Candidates for the Onboarding Solutions Architect position at Grafana Labs should possess at least 2 years of experience on deployment teams, strong communication skills, and familiarity with the observability stack, including metrics, logs, and traces. A background in Kubernetes, Linux system administration, and cloud platforms such as AWS, GCP, or Azure is highly desirable.

A typical day for an Onboarding Solutions Architect at Grafana Labs includes engaging with new customers, implementing Grafana functionality, conducting training sessions, and collaborating with internal teams to ensure documentation and onboarding materials meet customer needs. This role balances hands-on technical implementation with proactive customer engagement.

The Onboarding Solutions Architect at Grafana Labs is tasked with ensuring customers are fully activated and equipped to realize value from Grafana within 90 days of purchase. This critical period involves personalized training, implementation support, and consultative guidance to expedite customers' success.

The Onboarding Solutions Architect plays a pivotal role in shaping customer experience at Grafana Labs by providing tailored onboarding processes, troubleshooting support, and ensuring customers have access to the necessary resources and training. This position acts as a bridge between technical expertise and customer satisfaction, driving success outcomes from the outset.

When answering this question, highlight your hands-on experience with various observability tools such as Grafana, Prometheus, or similar platforms. Discuss specific projects where you've implemented these tools, any challenges you faced, and how you overcame them. Sharing measurable outcomes, like improved system performance or more efficient monitoring, will demonstrate your impact.

Effective prioritization involves understanding timelines and customer needs. Describe methods you use, such as project management tools or techniques like the Eisenhower matrix, to keep projects organized. Emphasize your ability to remain agile, adapting priorities based on customer urgency or project requirements.

In this situation, it’s vital to remain proactive. Share that you would reach out to the customer to assess challenges, offer additional training or resources, and develop a tailored plan to get them back on track. Demonstrate your commitment to their success and adaptability to their unique needs.

Documenting success stories involves both qualitative and quantitative aspects. Share that you would collect feedback through surveys, interviews, and observational insights, while also tracking key performance indicators. Highlight the importance of sharing these stories internally to encourage best practices and externally to showcase impact.

Provide an example of a technology you had to learn under tight deadlines. Discuss the approach you took—whether through online courses, hands-on experimentation, or leveraging community forums. Illustrate how quickly you became proficient and how it helped you in a project or contributed to a team goal.

Discuss strategies such as subscribing to industry newsletters, attending webinars, participating in forums, or engaging with peer groups. Emphasize your commitment to continuous learning and how staying informed allows you to provide the best solutions for your customers.

Empathy is crucial in understanding customer concerns and challenges. Express that you view each customer’s experience through their lens, tailoring your support to address their specific needs, enabling you to build stronger relationships and drive better outcomes.

Share your approach to troubleshooting by first remaining calm, then systematically isolating the issue, and engaging necessary resources. Highlight examples where you communicated effectively with the customer, keeping them informed and involved, which fosters trust and transparency.

Share that developing training material involves assessing customer needs, creating relevant content tailored to their level of understanding, and incorporating feedback from past sessions. Discuss the use of various formats, like videos, documentation, and interactive presentations, to enhance engagement and learning.

Emphasize the importance of communication and collaboration with the sales team. Discuss your process of conducting comprehensive handovers, where you review customer specifics and leverage shared documentation to maintain consistency and provide a cohesive onboarding experience.