• Define and drive the end-to-end technology strategy and common reference architecture for Vonage's product and IT platforms • Partner with the CINO and CEO to establish target architecture that enables digital transformation and product excellence across the organisation • Ensure technical governance and business flexibility, providing blueprints that balance innovation with operational stability • Reorient technology investments to focus on Customer and Employee Experience (CX/EX) journeys rather than "tech for tech's sake" • Lead a multidisciplinary architecture team of professionals across AI, Enterprise/Data, Enterprise/IT, Developer Experience, and Telecom domains • Foster a culture of innovation, experimentation, and start-up agility while maintaining enterprise discipline • Attract and develop elite architecture talent that can operate at the intersection of technology innovation and business value • Collaborate closely with Ericsson stakeholders (Strategy, Technology and Research) to leverage the broader Ericsson technology portfolio • Establish clear responsibility splits and collaboration models between CINO and business units.

Role Description We are seeking a Senior Identity and Access Management (IAM) Architect with deep expertise in Ping Identity solutions and cloud-based architecture. This role combines both design and hands-on development, supporting the delivery of scalable and secure identity solutions. The ideal candidate will have strong experience in Customer Identity and Access Management (CIAM) and the ability to lead complex integrations across enterprise and partner applications. Location: Remote (U.S. or Canada) Key Responsibilities - Design and implement IAM solutions using Ping Identity technologies, including: - PingFederate - PingDirectory - PingOne - Develop and support CIAM integrations for third-party and partner applications - Implement and manage OIDC/OAuth authentication and token exchange mechanisms - Architect and deploy scalable cloud solutions using services such as: - AWS Lambda - Kafka - OpenSearch - Infrastructure-as-Code tools (e.g., Terraform) - Collaborate on workflows and integrations involving multi-factor authentication (MFA) and identity orchestration tools - Ensure system performance, scalability, security, and monitoring using cloud-native tools - Provide technical leadership and guidance while contributing hands-on to development efforts - Work independently to deliver high-quality IAM solutions in a fast-paced environment Qualifications - Bachelor's degree in Computer Science, Engineering, or related field (or equivalent experience) - Extensive experience in Identity and Access Management (IAM) and CIAM implementations Requirements - Strong hands-on experience with: - PingFederate, PingDirectory, and PingOne - Deep understanding of: - OIDC/OAuth protocols and token-based authentication - Experience with cloud platforms, particularly AWS - Proficiency with automation and infrastructure tools (e.g., Terraform) - Experience designing and implementing end-to-end IAM solutions - Strong problem-solving, communication, and collaboration skills Preferred Qualifications - Experience with identity orchestration tools (e.g., PingOne DaVinci or similar platforms) - Familiarity with adaptive authentication and risk-based access controls - Experience with managed IAM services or hosted identity environments Work Environment - Fully remote role with collaboration across distributed teams - Combination of solution design and hands-on development work - Opportunity to work on complex, enterprise-scale IAM projects

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: At Grafana Labs, we’re redefining what post-sales technical partnership looks like—and it starts with the Observability Architect. This is a role for deeply technical experts who are ready to step into strategic leadership with our most important customers. If you thrive at the intersection of systems thinking, architecture design, and customer impact—this is your stage. As an Observability Architect, you will be the technical owner of long-term customer success. You’ll architect and guide the implementation of complex observability solutions across a wide range of modern infrastructure and application environments. You’ll build strategic relationships with engineers, SREs, and architects—ensuring Grafana’s technology is not just deployed, but deeply embedded into mission-critical systems. Working hand-in-hand with our Engagement Managers, you’ll lead technical discovery, design, onboarding, and enablement—all with a focus on delivering tangible outcomes. You’ll spot patterns, solve hard problems, and guide customers through their observability maturity curve with authority and clarity. You’ll also represent the technical voice of our customers internally—shaping product feedback and roadmap priorities by working closely with Engineering and Product Management. This is a hands-on, high-impact role for those who want to go deep, stay technical, and directly influence customer success at scale. Join us and become part of the most respected observability team in the industry. What You'll Be Doing: - Serve as the primary technical point of contact for a portfolio of Grafana customers. - Design the observability maturity journey of customers and assist them on that path. - Provide expert-level troubleshooting and guidance to drive adoption. - Conduct regular technical reviews and health checks to ensure client success. Assist in RCA to understand issues that affect customer satisfaction, retention, and overall product experience. - Advise clients on best practices and strategies for leveraging our technology to achieve their business goals - Collaborate with clients to develop and execute technical roadmaps. - Identify opportunities for clients to optimize their cost, expand their use of our solutions and drive adoption of new products and features. - Develop and maintain strong, long-term relationships with key stakeholders. - With the support of our Engagement Managers and Onboarding Solutions Architects, own customer lifecycle. - Drive the adoption and effective use of our product suite within your customer portfolio to maximize their value from our platform and ensure a strong return on investment. - Act as the voice of the customer within the company, advocating for their needs, priorities and feature requests. - Conduct training sessions and workshops to educate clients on our technology. - Develop and deliver technical documentation, guides, and tutorials. - Work alongside account teams to participate in and/or conduct regular reviews with customers to identify areas for improvement, calculate ROI, assess their satisfaction, and discuss upcoming needs and projects. - Prepare and present reports on client metrics, achievements, and areas of focus. What Makes You a Great Fit: - Located on the West Coast or East Coast - Bachelor’s degree in Computer Science, Information Technology, Math or a related field (or equivalent experience). - Experience deploying and operating Kubernetes. - 5+ years of experience in a technical support, technical account management, consulting, SE or Professional Services role within the technology industry. - Strong understanding of observability solutions. Grafana, Prometheus, and Loki a plus. - Proven ability to manage multiple clients and projects simultaneously. - Excellent problem-solving and analytical skills. - Outstanding communication and interpersonal skills. - Experience with relevant tools and technologies, e.g., CRM software, ticketing systems, specific programming languages. - Ability to travel as needed to meet with clients (up to 25%). - Identify and provide timely workarounds and solutions to meet a customer’s business needs. - You have some observability expertise, preferably architect level - First class written and oral communication skills to collaborate with our remote-first internal teams and with our worldwide customers. Ability to articulate our value proposition and the technical advantages of our products - You will love solving technical challenges and thrive on bringing creative solutions to our customers Bonus Points For: - 5+ years of technical sales, TAM or other post sales technical experience, ideally with open source technologies, or in the observability space. - Great at connecting product usage to value (ROI). - Great at managing customer lifecycle. - You will be creative in solving customer adoption challenges. - You can proactively assist customers with technical issues that may arise and assist in the troubleshooting and root cause analysis. - You should have a technical mindset and a desire to grow technically. Great candidates may be a recent grad of a coding bootcamp or have previous post-sales or engineering experience–we are excited to see what unique experiences and skill sets you bring to the table! In the US, the OTE compensation range for this role is $204,000 - $244,000. 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: - 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. #LI-Remote For information about how your personal data is used once you’ve applied to a job, check out our privacy policy.

• Drive Architecture Value by demonstrating the strategic value and ROI of platform offerings • Lead Technical Evangelism and Champion Building through community engagement, technical content, and empowering internal advocates • Execute Discovery and Qualification to uncover deep customer needs and align them with technical solutions • Utilize Storytelling techniques to build emotional connections and enhance the impact of sales presentations • Maintain Market awareness and competitive knowledge to tailor sales approaches based on in-depth analysis