Job Description

You will enable customers to achieve their goals by adopting our observability solution. You will be a trusted advisor and driving force in customer journeys from their initial onboarding, value realisation, and expansion throughout the lifecycle. Your mission will be to remove technical obstacles to adoption, assist with strategic decisions, and build innovative new solutions. You will work with SREs, developers, system administrators, architects, and SMEs within the customer organisation, shaping end-users into promoters within their organisation.

• Advise customers on standard methodologies, pros and cons of different approaches, and next steps to take, based on a detailed understanding of their objectives and the value of the solutions they are seeking.
• Proactively suggest improvements that would give customers better insight into their systems or a better understanding of their data.
• Give hands-on demonstrations, workshops, or enablement sessions on a wide variety of technical topics, e.g installation, building dashboards, and setting up alerts.
• Help customers to overcome technical issues that can’t be solved by global technical support. That could involve deep diving and spinning up test environments to solve complex technical problems with simple solutions.
• Build long-term relationships and support customers within the prescribed catalog of services to assist customers in making the most of their contract.
• Be the influential expert for Fledgling users, accelerating their progress.
• Kick start the implementation of an Observability Centre of Excellence.

Required Knowledge, Skills, and Abilities

• Experience in a customer-facing technical role where observability is part of the toolset such as DevOps engineer, sysadmin, or SRE.
• Understanding of, Cloud, SaaS, PaaS, and cloud platforms and Experience with coding/scripting, including one or more of supported languages here.
• Ability to understand technical requirements and map them to possible solutions while keeping sight of the business value generated.
• Ability to prioritise and manage your own time and to plan and track progress on tasks with your customers.
• Good written and verbal communications skills.
• A degree in Computer Science.
• Cloud certification in AWS, Azure, or Google Cloud and prior experience with Kubernetes, Cloud infrastructure, or DevOps tools.
• Solid understanding of current observability tooling, solutions, and methodologies.
• Familiarity with the New Relic platform.